Technical Support Engineering Lead

Job Description:

Responsible for representing Global Support Expert Center in contributing on the New Product Introduction/Implementation via Product Life Cycle process. This engineer will develop in-depth knowledge of SSD Multi-Protocol Tester and become an expert driving design for supportability. Key deliverables include making product Field Service Profit Center supportable, providing knowledge transfer for the field service delivery teams in the worldwide on the product operations, theory of operation, diagnostics, troubleshooting and overall services of the products including escalation management taking ownership, and serve as product champion for assigned Product(s) or Platform.

• Remotely support the field service organization leading them to a resolution in solving issues that the field organization is unable to solve within a specified period of time.
• Lead technical troubleshooting and investigation for field service failures and RMA, including mechanical, electrical parts, and software testing.
• Develop and implement service strategies and plans for new products and upgrades including but not limited to new product technical training, service documentation, training content, manuals and spare parts.
• Develop service knowledge content for new and existing products as well as product upgrades.
• Act as a consultant to the engineering design groups to ensure that service objectives are met.
• Effectively manage multiple new products and upgrade launches.
• Identify future service and business-related strategic needs, provide recommendations and implement solutions.
• Manage situation at customers on critical problems escalated by the field service delivery team driving both field service delivery team and cross functions such as R&D, NPI, COE and QA.
• Assist Spare Parts Planning team developing and managing spare parts BOMs including consumable and non-Consumable parts from SHP to End Of Support.
• Maintain high standard of professionalism and conduct in all interactions.
• Perform other related duties and assignments as required.
• May travel including both domestic and oversea up to 25% of the time.