Technical Support Engineer III

Published: 6/14/2022

Technology

Job Description

The Technical Support Engineer III (TSE) will provide expert level technical support to end users (e.g., Consumers, Field Sales, and Service Representatives/ Engineers), as well as any other employees, Affiliate or Distributor to resolve customer needs. These individuals work with other department personnel to ensure current and future products meet all service, quality, and performance requirements in an effective and profitable manner. The TSE is relied upon to assist with escalated technical issues that cannot be resolved by less experienced Technical Support staff. They are relied upon to assist with on-boarding new hires and peer mentoring, while contributing to the attainment of the Technical Support Center’s service level goals.

ESSENTIAL FUNCTIONS:

Respond to highly complex technical questions and escalations from Field Service Engineers,
Affiliates and Distributors, Sales, Customer Service, Parts and customers via telephone, fax, email,
and occasionally on-site at customer locations.
Engineer solutions to unique and multi-faceted technical issues impacting product performance and service.
Partner with the customer’s internal or contracted technical support or IT, to validate point of origin
for complex technical issues, to include participation in conference calls with the business to plan
support follow up as needed.
Possess the skills to engage with customer IT teams regarding data and privacy security aspects of
the supported company products and services.
Assist with the development of service documentation in the form of memos, service bulletins, spare parts listings, updates to service manuals and if required, the creation of an entire service manual.
Review performance trending reports generated on the assigned instruments to determine any problem areas. Communicate performance trend information to other departments/teams monthly.
Possess the skills for advanced interpretation of technical log files.
Proactively maintain or improve his/her level of technical expertise on company products and services, especially dedicated supported products.
Work cross-functionally with various departments, i.e., product or quality teams, to address or
resolve customer or general service issues.
As required, assist with special tasks. Act as an observer on applicable ECO releases, making suggestions for error correction product improvement, and cost saving suggestions when applicable.
Act as a mentor to Technical Support staff, while actively pursuing self-development in both leadership and technical courses.
Assist with departmental training needs within the Technical Support Department and Field as needed.
Prepare training material, classroom agenda and conduct technical training programs.
Ensure the quality and consistency of course content throughout a course life cycle.
Responsible for the creation, modification and oversight of technical content and curriculums in the Learning Management System. Works closely with content experts to ensure materials utilized are updated.

REQUIREMENTS:

BA/BS in Engineering or Sciences or an equivalent combination of education and experience. Experience may be substituted for education on a year-by-year basis.
Minimum of eight (8) years of experience as a Technical Support Engineer, or equivalent technical experience.
Previous experience developing and conducting technical training. Ability to author and manage learning content in an online system.
Must possess a very high degree of technical proficiency, excellent problem-solving skills, and analytical abilities to provide solutions to technical problems that the Field Service Engineer cannot resolve.
Ideally, should have experience with basic electronics, mechanics, optics, personal computers, basic operating systems and strong knowledge of networking set ups and protocols. A+ certification, Net+ certification and Security+ certification strongly desired.
Excellent communication (written and verbal) and interpersonal skills required.