Customer Support Engineer

Scope of Role

The Customer Support Engineer primary objective is to rapidly resolve technology issues that are reported. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for customers and in-house stakeholders. The CSE is expected get into the weeds with complex technical issues while thinking about the big picture. Additionally, this employee has strong communication skills which lead to the team to exceeding performance expectations.
Functional Outcomes

Customer Support Operations

• Deliver frontline technical support for customers, dealers and partners.
• Foster positive end-user relationships and drive customer satisfaction.
• Demonstrates up-to-date knowledge in the discipline by contributions in technical discussions, writing technical papers / studies and delivering presentations as requested.
• Communication skills demonstrated by written contributions and verbal presentations.
• Developed diagnostic skills that enable the resolution of a broad range of technical issues across a wide range of Tait and competitor products.
• Demonstration of innovation and depth of knowledge.
• Ensure reported customer issues are identified correctly, described accurately, investigated, tested, verified, and classified. All steps are documented. If required, visit customer sites to fully research the cause of reported problems.
• Investigations as required of any end-to-end network performance issues including isolation of issues to third party products.
• Follow the Incident Management process and maintain responsibility for incident resolution, whilst ensuring appropriate level of interaction with Technical Support from the Level 3 Support team.
• Follow the Problem Management process and ensure appropriate level of interaction with Technical Support from the Level 3 Support team.
• Identify the impact on the customer. Initiate actions within Tait, including briefing meetings with relevant Tait teams if required to get quick resolution to problems found.
• Keep an active list of unresolved technical support issues and regularly follow up with involved parties. Notify customers of milestones and keep them informed at all times.
• Help provide training on the network for customer technical and operations staff as required.
• Provide technical information to customers through appropriate media, ensuring information is accurate, appropriate, and easy to understand.
• Provide feedback and solutions on how to improve Tait standards.
• Escalation and resolution of software issues to the information systems/development team.
• Escalation and resolution of third-party software/systems issues by the support team.
• Collect feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customer to ease in troubleshooting.
• Maintain Technical Support/knowledge base.
• Participate in trade shows and other events.
• Familiar with the concepts and exercise of ITIL Service Management principles, the Customer Support Engineer will employ and engage in the established processes and be a contributor to the Continuous Service Improvement activities.
• Where junior or graduate members join the team, the Customer Support Engineer is expected to review their work, assist with their training and act as their support.
• Ensure potential process improvements are highlighted to the team & be an active member in process improvement projects. This could include evaluation and recommendation of work tools, software applications, processes & procedures, relationship building with customers and other Tait work groups

Teamwork

• Help with troubleshooting items with staff and other departments as needed.
• Effectively communicate with Level 3 support team when escalating incidents or problems.
• Other duties as assigned. Management reserves the right to assign or reassign duties and responsibilities at any time.

Specific Expertise

• Bachelors in a related technical field or equivalent work experience
• At least 5 years in a wireless communications repair or maintenance technical role
• Prefer at least 8 year's experience with Land Mobile Radio equipment, trunking systems and simulcast systems
• A highly developed practical knowledge of radio systems, including RF system design and installation.
• Software skills or aptitude in this field including an understanding of Linux based operating systems
• Strong organisational and leadership ability.
• Project Planning and project management skills
• Highly developed customer service and diplomacy skills
• Aptitude to deal confidently/persuasively with customers.
• Flexibility and willingness to tackle any task
• Ability to travel when needed