Customer Support Engineer
| Company | Safran |
|---|---|
| Location | Rochester, NY, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelors Degree in an Engineering, IT or other technical discipline
- 5+ years of experience. A combination of education and experience will be considered.
- Previous work experience in Customer Support, R&D, Applications
- Experience using Customer Relationship Management and ERP tools, including SalesForce
- Experience with Python or other computer program languages
- Prior experience working with Aerospace, Defense, and Government customers
- Technical knowledge in one or more of the following areas: GNSS Domain and related knowledge of common analog/RF systems, Time and Frequency Servers/Systems (Safran, Orolia, Spectracom, Brandywine, Microchip, etc.), Rest API, PTP/NTP, Accurate timing solutions (setup, install, debug, design, SW/HW), Controlled Radiation Pattern Antennas (CRPA), Phase Coherent Radio Frequency (RF) Systems, Signals of Opportunity (SoOP), Navigation Kalman Filters, GPS, GNSS Simulators (Safran, Talen-X, Orolia, Spirent, Lab Sat, CAST, IFEN), Knowledge of common analog/RF impairments encountered in GNSS and wireless systems, Familiarity of common operating systems (Linux, Windows) with knowledge in server systems and networking – ethernet, routers and switches, servers, SNMP, fiber optics, a plus
- Strong verbal and written communication skills to deliver detailed information to customers at all levels within the business
- Excellent interpersonal skills with ability to serve as a liaison between customers and internal stakeholders
- Ability to work independently and collaboratively with a cross functional team
- Self-starter, confident, committed, and enthusiastic
- Ability to take initiative, multi-task, and adjust to dynamic priorities
- Strong analytical and problem-solving skills
- Ability to proficiently use MS Office (Outlook, Word, Excel, and PowerPoint)
Responsibilities
- Ownership of reported customer issues and accountability to see problems through to resolution, ensuring a high degree of customer satisfaction
- Diagnose, troubleshoot and document technical issues a customer is experiencing to identify hardware and software solutions to resolve product/system issues
- Guide customers through installation challenges as needed
- Understand customer use case and implementation of our product/solution into their environment by asking targeted questions to quickly understand the root of the problem
- Accountability to meet contractual obligations as dictated in customer purchase orders
- Prompt and accurate feedback to customers through a series of actions (phone, email, in person) until technical issue is resolved.
- Lead disposition and repair of returned equipment and document all pertinent information related to returned material (RMA)
- Analyze data and report on trends (Product, Use Case)
- Key contributor to FAQ and knowledge-based articles while identifying opportunities for improvement (application notes, design changes, training, etc.)
- Provide technical education and documentation to customers, sales, partners, and peers
- On-site troubleshooting with Customer and other vendors
- Properly escalate unresolved issues to appropriate internal teams
- Be the internal customer voice to investigate the issue with additional functions as necessary
- Develop and enhance customer relationships such that Safran Federal Systems is viewed as a partner to our customers
Preferred Qualifications
- Plus: Experience with Position, Navigation, Timing
- DOD Security clearance or eligibility for clearance