Product Support Engineer

Position Summary

The Product Support Engineer provides technical support and information on Trenton products and their expected performance in response to customer calls and inquiries, and other duties as assigned. Executes the necessary tests required to qualify new Trenton products throughout the engineering design phase and other test duties as required. The Test Engineer will strive to satisfy the needs of customers, both internal and external, with on-time delivery and continuous improvement in quality, products, and services.

• Provide direct phone & e-mail support for Trenton customers & potential customers
• Record specific customer information for each technical support call using appropriate database
• Assist users in troubleshooting over the phone & via e-mail - providing expertise, along with BIOS & driver files to solve problems and reduce unnecessary RMAs
• Inform Product Support Engineering Manager about anomalies that require Engineering investigation correction in manufacturing processing
• Under supervision of Product Support Engineering Manager, configure systems to duplicate & troubleshoot customer problems
• May contact other manufacturers’ support departments to help uninformed/unskilled Trenton customers
• May support Engineering design and development efforts
• Under supervision of Product Support Engineering Manager or Product Support Engineering Lead, perform required testing on Trenton products currently in development
• Create test reports to define the performance of products currently in development
• Escalate failures found during product development testing to appropriate engineer(s), Product Support Engineering Manager and Product Support Engineering Lead.
• Attempt to identify improvements in efficiency in processes and improvements in services and products and provide input to continuous improvement team
• Identify and manage risk in products, processes, and environment

Product Support Engineer Job Requirements

• Bachelor’s Degree or equivalent experience
• 1-3 years of experience in computer test and support environment or equivalent
• Thorough knowledge of personal computers and operating systems
• Familiar with standard PC peripherals such as com-ports, parallel ports, hard disk drives and controllers, video controllers, network interfaces, keyboard & mouse controllers - as well as associated cables, power supplies and backplanes
• Must be experienced with troubleshooting all aspects of PC operation - from problems turning on the initial display - to hardware & configuration-related aspects of system operation
• Will acquire thorough knowledge of all released Trenton Systems products, including capabilities and limitations
• Ability to learn new computer-related technologies and how they are tested/verified within the computer system
• Understands/able to learn how to use test equipment such as oscilloscopes, multi-meters, logic analyzers, thermal chambers, etc., in a lab environment targeted at computer testing and validation.

PM21