Customer Support Engineer 1

Job overview

Onsite Foxboro MA

Provides technical support to customers and other service personnel in determining and solving software/hardware problems. Support includes consultation, diagnosis, problem verification, status reporting and resolution. Conducts a line of questioning that identifies the product problem while minimizing customer anxiety and increasing customer satisfaction. Coordinates software installations, upgrades and revisions. May perform maintenance and servicing of various products, on a limited basis. Conducts performance analysis and tuning. Analyzes performance reports for assigned areas and/or products. Prioritizing solutions according to customer schedules and downtime costs. Reports performance trends/problems to management, recommending resolutions, if necessary. Implements corrective action, either

directly or through other service personnel. Develops tools for evaluating product performance or to improve the servicing function. Participates in the review of technical product documentation to ensure that consistent, accurate and appropriate information is provided, recommending corrections, additions, or improvements, as required. May develop maintenance

plans and schedules for assigned area. Participates in new/revised product development reviews to ensure proper serviceability in the product design. Establishes and maintains procedures for the purpose of implementing revisions, retrofits, and expansions in the field. Participates in development, revision, and implementation of service training plans and programs. Researches various company literature and checks it against current servicing

information for validity and accuracy. Initiates corrective action when necessary. Prepares and conducts technical reports and presentations as needed. Participates in the development, revision, and implementation of service training plans and programs. May direct the activities of other service personnel. Limited travel.

Job Requirement:

College Degree in engineering, computer science or related discipline preferred

Will consider technical experience in lieu of a college degree

Basic understanding electrical and fluid control systems

Typically requires a minimum of 2 years of related experience

Basic computer skills as well as familiarity with Microsoft Office applications

Excellent communication skills required

Exposure/Experience in Process automation and/or process instrumentation is desired

Duties:

Client support via Email and Telephone for our industrial measurement instrumentation

Understanding and troubleshooting instrumentation configuration and calibration issues

Assisting clients with their installation questions and/or issues

Interacting and consulting with various team members when needed

Assisting clients and sales force in selecting industrial measurement equipment