Senior Technical Support Engineer; Diagnostics & Remote Tools

Responsibilities

• Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications.
• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.
• Triage / Troubleshooting – also support to Concentrix agents.
• Tactical – Timely resolution and follow-up with customer & dealers.
• Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
• Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
• Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
• Manages hand-ups/escalation paths in support of daily operations.
• Manages requests to the urgency defined by our service level agreements.
• Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
• Supports continuous improvement efforts.
• Creates and updates self‑service and Tier 1 support knowledge articles for digital products and applications.
• Analyze and develop new customer service rep training or customer self‑service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
• Support Digital Product training for CSRs.
• Supports the development and maintenance of Business Rules.
• Validate and create process maps.
• Provides input to digital product and application support teams.
• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

• Client Remote Service
• Client Remote Flash
• Client Remote Troubleshoot
• SIS 2.0 (Service Information System)
• Product Link
• 3–5 years’ experience.

• Receive, manage and resolve user issues
• Maintain work group tools and resources
• Automate processes and reduce technical debt

• Client Remote Service
• Client Remote Flash
• Client Remote Troubleshoot

• OIP Support calls/tickets
• Remote Troubleshoot Support
• Internal Client ET licensing/Renewals
• Section PC/ECM support
• CWS Groups Access
• Dev Ops Access
• Section Website Admin
• ECM Rack Maintenance
• ECM FPS Registration
• Washing/Troubleshooting ECMs
• Cable Maintenance
• Pyflash Network Managers
• VMWare Support & Image management
• L1/L2 Knowledge Documentation
• Client Part Orders
• Dev Ops Transition Project
• Relay boards/software

Occasionally you will consult with senior team members to identify the approach to handling challenging issues or requests. Often you will request clarification regarding missing or improper information from the application engineers.

When the Product Support Engineer doesn’t immediately know how to resolve a user’s problem, they often work with application engineers and developers to resolve. The Product Support Engineer will provide technical support to team members such as developers and QA testers for their PCs and tools. Additionally, the Product Support Engineer will be involved in team and office improvement projects lead by one of the section project leads.

Office environment with “soft” lab test benches. (Rarely) Receive and process line down/factory down phone calls to facilitate issue resolution.

Years of experience: 3–5 years’ experience.

Open to all degrees

Master’s overqualified

Do you accept internships as job experience:
No

Are there past or additional job titles or roles that would provide comparable background to this role:

• Working knowledge of Information Technology Service Management (ITSM) processes.
• Technical Troubleshooting:
  Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Effective communications:
  The Product Service Engineer will be required to communicate with internal team members, external parties like…