TAC Support II – Software

TAC Support II – Software

Requirements

• Technical degree or equivalent technical training and experience in software discipline
• 3+ years of work experience in electronics assembly and/or capital equipment sales and/or support markets preferred
• Experience working with Panasonic SMT and PTH equipment preferred
• Industry certification a plus
• University degree in related field preferred
• Proficiency in various computer OS and Office products
• Experience with SugarCRM is a plus.

Responsibilities

• Resolve customer problems via the hotline, chat, e-mail, faxes, and any other modes of contact as required while maintaining awareness of the hotline call system and assuring hotline service levels are met.
• Manage the issues from receipt to closure, this includes following up a due dates and alerting the TAM managers when an issue is not going to be closed on schedule
• Make sure all issues, no matter the source (customer engagement, phone call, or E-mail), get entered into the system and cases created and a follow-up action are defined
• Provide assistance to junior staff members and provide guidance as needed.
• Resolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.
• Keep TAM managers updated on status of their customer’s open issues
• Close out as many issues as possible by following up with PIT Team, the factory and TAM managers to get closure
• Continually improve skills to gain higher level of product knowledge with minimal supervision.
• Escalate all customer issues and problems with the development group to resolve bugs and submit software enhancements while providing customer timely feedback on progress of their issues and maintaining records of all escalated problems.
• Provide the logs and summary information needed for development to follow up on an issue.
• Ensure that all affected parties including Field Service, PMO and Sales of solutions when available.
• Document and share newly found information or trouble shooting techniques with other hotline, engineering, technical service managers and field service teams.
• Provides customers with timely and accurate technical information in a positive and straightforward manner.
• Provide assistance/consultations to customers in site preparation for software installations.
• Ability to trouble shoot complex Network Communication Issues and application software errors (Server & Clients). To determine the root cause of communication errors and write a good technical report.
• Understand ESXI server environment, Redhat/CentOS/Ubuntu and other Linux operating systems, SQL Server 2008/2012/2016/2019/2022, Windows server 2008/2012/2016/2019/2022 and docker environments.
• Understand use, configuration and installation of network hardware: switches, routes, scanners, and access points.
• Read debug logs and pinpoint areas of concern for problem resolution.
• Provide training and assistance to all new technical support staff when possible.
• Stay up to date with the latest products and understand new features to develop a deep understanding of the capabilities of the software products.
• As part of professional development, attend training sessions and other learning opportunities provided by the company to stay current on the latest trends and best practices in the industry.
• Use CRM system to enter data and follow all TAC procedures
• Provide guidance to staff members not following processes and procedures
• Continuously look for ways to improve TAC processes and procedures.

Preferred Qualifications

• 3-5 years of work experience in SMT industry working with software products
• Understanding the SMT process and be able to determine the root cause of defects.
• Strong communication skills (written and verbal). English is the primary language spoken. Spanish capability a plus.
• Strong PC and appropriate software skills required.
• Software coding experience a plus
• Networking and software installation experience preferred
• Strong problem solving and troubleshooting skills utilizing various methodologies
• Excellent communication skills (written, verbal, presentation) and ability to manage meetings
• Strong attention to details, meeting deadlines and commitments required
• Must work with all levels of technical personnel within the company and with outside companies.
• Must be able to resolve complex technical issues using troubleshooting skills and technical knowledge and escalate as necessary.