Technical Service Engineer

4 days ago

Orlando, Florida, United States Absen Inc. Full time
Job Title: Technical Service Engineer

Job Summary:

The Technical Service Engineer will be responsible for providing expert-level technical support to customers, ensuring the success of Absen products post-sale. This role will perform a variety of complex technical tasks, including troubleshooting, technical advice, and onsite installation.

Key Responsibilities:

  • Provide daily technical support to customers via phone and online channels.
  • Deliver access to technical manuals, collateral, software, and work instructions as needed.
  • Provide technical advice on Absen products to promote, support, and service sales.
  • Conduct onsite technical installations for clients across the United States.
  • Deliver onsite technical installation consultations and provide clear instructions.
  • Consult clients on technical service parts and new acquisitions.
  • Manage the service RMA process, including client, tool, and process coordination.
  • Manage RMAs and tech support calls via assigned tracking tools.
  • Complete applicable administration related to these activities.
  • Evolve the technical database repository for tech support use.
  • Provide RMA/Tech support health reporting as needed by management.
  • Conduct routine tests and solve mechanical or electronic problems involved in product operation.
  • Assist in customer satisfaction surveys.
  • Compile, report, and plan service data analytics.
  • Manage escalation processes when applicable.
  • Support sales representatives by providing technical knowledge to clients and potential clients.
  • Coordinate the return of customer material for repair.
  • Assess potential applications of company products or services and offer solutions meeting customer needs.
  • Provide technical training to customers.
  • Use technical knowledge of product offerings to support and build sales and support services.
  • Provide support in both pre- and post-sales.
  • Assist with root cause analysis of failed components from the field.
  • Field and manage support calls as assigned.
  • Complete applicable administration related to these activities.
  • Travel to customer sites as needed to coordinate duties.
  • Manage assigned tasks.
  • Perform all other duties assigned that the employee is capable of performing.

Requirements:

  • Ability to break down complex problems into manageable parts.
  • Thorough understanding of parts' roots and relationship to other parts.
  • Ability to interpret a variety of instructions in written, verbal, diagram, or schedule form.
  • Ability to work with a high level of integrity with minimal supervision.
  • Excellent communication skills with the ability to interact with customers in a professional manner.
  • Demonstrated ability to use sound independent judgment.
  • Advanced computer and networking skills.
  • Must be willing and able to travel 65% of the time.
  • Problem-solving skills related to electronics.
  • Ability to operate digital and analog oscilloscopes, logic analyzers, pulse generators, meters, and other electronic instruments.
  • Ability to work from schematics or rough sketches.

Education & Experience Requirements:

  • Preferred AS Degree in Computer Science, Engineering, or other technical related area plus 1-year minimum experience or equivalent technical training and LED/AV service experience is a plus.
  • Technical Help desk, Network Operation Center (NOC), experience.
  • Ability and experience working with phone systems, Excel, Word, Access, PowerPoint, and ERP/CRM systems.
  • AV industry or CTS certifications a plus.

Physical Requirements:

  • Must be able to lift up to 25 lbs consecutively.

Work Location:

  • On-site
  • Orlando Office & Warehouse

Travel:

  • 65% Travel
  • Must travel to fulfill job duties and responsibilities as needed.
  • Valid driver's license required.

Language:

  • Excellent written and verbal communication skills.
  • Proficiency or fluency in Chinese-Mandarin preferred.

Compensation range:

Our total compensation range for this position is $20 to $25 per hour depending on qualifications, experience.

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