Technical Support Engineer
Location: Milpitas, California, USA
Dept/Division: Customer Support
Job Description
This position performs a pivotal role in the Company by being a key interface between the Company and its Customers/Distributors. It is the responsibility of the Engineer to fully support the Customer in the installation, commissioning, maintenance and general operation of the Aperto Networks product lines. As such the engineer is required to understand the needs and requirements of the Customer and ensure that these needs and requirements are catered for. The primary goal is to strive for total Customer Satisfaction. The Technical Support Engineer will be a member of the Technical Support Function within the Customer Support group.
This position involves coordinating and participating in Technical Support activities for Aperto’s Customer and Distributors throughout the world and with special focus for the Latin America Region, provide remote support for field trial activities encompassing installation/commissioning, prepare and disseminate information with regard to all aspects of the product lines to the field, participate and support in Customer acceptance testing of the Aperto product lines, actively use the Aperto Technical Assistance Center system to initially log and follow up on Customer’s incidents and issues, use the system to provide a timely report to the Customer of all their outstanding problems and any corrective and preventative action, and be able to assimilate and apply knowledge on the integration of third party equipment into the product lines, initiate improvements; propose ideas to improve the overall quality of the product lines.
Required Skills/Experience
Must be an enthusiastic and intelligent self-starter with a BSEE/BSCS and 3+ years of experience in a Customer Support/Technical Support role or equivalent in a high technology field. Must be an excellent team player that is highly motivated with good organizational skills, a positive attitude and a logical approach to problem solving. Excellent writing and communication skills are a must. Experience with networking products (hubs, routers, switches, LAN’s and PBX’s) or wireless products (microwave radios) is a definite plus. Fluent in the Spanish language required.
Contact: [email protected]