Support Engineer

Benefits:

401(k)

Dental insurance

Health insurance

Paid time off

What we do

Selling into worldwide markets for mission-critical communications, Ubiik Mimomax specializes in engineering wireless products. Our products are designed for high reliability, making us the ideal choice for mission-critical and business-critical wireless applications such as voice communications for public safety/emergency services and data connectivity for critical assets in utility grids.

Locations

The company’s head office is in Christchurch, New Zealand, and comprises three main functional areas: Product Development, Sales & Marketing, and Client Services. Other supporting functions performed are Finance (including purchasing), Global Logistics, Human Resources, and Manufacturing.

The company’s North American hub is based in Phoenix, Arizona, with the team there focused on Business Development (including most customer-facing functions), project management, customer support and services, local logistics, and warehousing including local fabrication and assembly where requested. Remote salespeople are also located in the United States to cover the West, Central, and East regions. In addition to our teams in New Zealand and the United States, we also work with colleagues from Ubiik in Taiwan, Canada, Japan & France.

Scope of the Role

This position forms part of the Client Services Team and works closely with fellow Support Engineers across Ubiik Mimomax and Ubiik Group offices, as well as the Sales, Marketing and Development teams. This is a key and varied role within Ubiik Mimomax requiring technical and strong communicative skills, product knowledge and experience and self-motivation to fit and work in a small company environment.

The primary responsibilities of this position are:

• provide (remote) technical customer support (including but not limited to providing investigation and diagnostics to ensure rapid resolution of any product or customer (RF) related issues and ensuring gained knowledge and information is captured)

• perform hardware fault diagnosis and repair radio equipment to board level replacement where appropriate

• tuning and configuration of radio equipment

• record, update and respond to customer incidents, -queries and other -requests in the Ubiik Mimomax ticket management system

• provide onsite/in-field commissioning, site surveys and/or support where required

• provide customer acceptance testing ahead of the release of new/updated products

• provide after hours on call support

• provide customer, partner and internal product training, including contribution to development and maintenance of training material and -frameworks

• provide other client services that are required from time-to-time

• provide or contribute to pre-sales activities, including but not limited to set up and reset demo equipment, perform demonstrations and customer lab testing

• perform other tasks and responsibilities from time to time

• travels, domestic and international, to assist other offices, partners/dealers and customers to provide support or training.

This role may require from time to time deployment into other functional areas (including tasks and responsibilities related to those areas), when necessary to achieve the team and company goals.

The Support Engineer will require broad technical RF and radio communications (incl. LTE, pLTE, NBIOT) skills and Ubiik Mimomax solution knowledge and experience across all provided products (including features and functionalities) and services, including most commonly use of Ubiik Mimomax products across the Ubiik Mimomax customer base. The role will involve aspects of design, implementation, integration, testing and documentation of radio-based User Interfaces, Control and Configuration, Monitoring and Diagnostic tools, Applications and Protocols.

Functional Outcomes

The position outcomes listed below describe the tasks which the Support Engineer may be expected to carry out. This list is indicative of the role of the Support Engineer and is not exhaustive. Specific objectives in alignment with these outcomes will be mutually agreed between the incumbent and the line Manager.

Support:

· Point of contact for all post-sales systems and product support issues, queries and requests, which includes:

o Service desk - logging, investigation and troubleshooting of issues reported by customer following an ITIL based standard. Ensure customer and internal SLA’s are met.

o Out of hours on-call technical support.

o In consultation with other Ubiik Mimomax stakeholders to provide rapid feedback, diagnostic status, progress/investigation updates and resolution to customers.

o Ensuring customer incident, query and request tickets are recorded, kept updated and driven to closure as good and as efficient as possible o Install and commission Ubiik Mimomax and Ubiik Inc. system equipment according to the project brief, acceptance test plan and schedule

· Perform customer system run-up and co-ordinate the debugging of issues on customer system.

· Coordinate (and where possible and relevant execute) the repair and warranty process for Ubiik Mimomax customers.

· Demonstrate value to customers during their term to ensure that support agreements are renewed.

Release Management:

· Create and maintain, with support from other team members, Ubiik Mimomax product release documentation.

· Write and perform customer acceptance test specifications.

· Write customer release notes.

Training:

· Contribute to creation and maintenance of technical product training material.

· Facilitate, co-ordinate and deliver customer, partner and internal technical product training.

(Pre-)Sales and Other:

· Support pre- and post-sales activities, providing technical input to the sales process.

· Customer and applications requirements capture and analysis.

· Contribute to customer proposals, system design and effort estimation.

· Contribute to the design, implementation and integration of new product and services features.

· Perform path planning, coverage design and frequency planning using industry recognized tools, where required.

· Perform other customer focused services as offered by Ubiik Mimomax

· Coordinating tasks and activities to meet customer deadlines.

Skills

Professional skills

· The ability to work co-operatively with teams and customers on differing time zones

· Able to work independently

· Able to work in a structured and pro-active (self-starting) way; making sure issues and responsibilities do not get dropped

· Excellent oral and written communication skills

· Excellent customer service and relationship skills

· Excellent self-organization and management

· Results and outcome focused

· Empathy for the customer and the ability to communicate that

· Honesty, integrity and professionalism

· Close attention to detail

· Very good troubleshooting skills

Technical skills

· Good knowledge of wireless/mobile telecommunications networks technologies (in particular LTE, pLTE, NBioT)

· Good knowledge of RF technologies and practices

· Good knowledge of data communications technologies and practices

· Working knowledge and understanding of IP Networking

· Working knowledge and understanding of AMI (Advanced Metering Infrastructure)

· Good knowledge of wider Ubiik Mimomax and Ubiik product range and its operation and configuration, including products that Ubiik Mimomax resells and supports (may be partially obtained through training)

· Detailed knowledge of the use of Microsoft Office applications, including presentation tools and applications

· Experience with support tools and applications, including those specific to Ubiik Mimomax radio products

Experience

· At least 5 years’ experience in a wireless/mobile communications system environment

· At least 2 years’ experience in wireless communications product support role, including IP networking configuration and LTE

· Broad level troubleshooting of radio products and wireless technologies

· Preferably technical training / tutoring experience