Technical Support Engineer

Technical Support Engineer

Job Details

Job Type

Full-time

Description

Position Summary:

Software Support Specialist, where the position’s main requirements include installing, training, and providing post-install Tier 2 software and technical support for MARS proprietary meter testing software (M3) and PC hardware installed in MARS test bench equipment. The candidate must have a hands-on approach to remediate software / hardware issues and answer questions regarding the operation of the software. The position requires a self-starter who will coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs. The candidate will assist in providing customer and market feature / functional feedback for existing and new products to management. In addition, the Software Product Support Specialist will need to communicate with team members and customers over the phone and / or in person for training and troubleshooting. Moderate travel is required.

Core Position Responsibilities:

• Coordinate with sales, electrical department, and management regarding new sales/upgrades to answer questions and develop a hardware/software plan which fits with customer needs
• Install and configure MS SQL Express, MS Windows, and IIS along with proprietary MARS software to ensure all conditions of the project are met
• Assure hardware/software compatibility during development and installation.
• Act as the primary interface with customer IT departments to answer any questions or coordinate installation, escalating requests to management as needed
• Perform in-house and on-site installation of PCs and software to meet the project’s requirements
• Provide on-site customer training on the operation and maintenance of proprietary MARS software
• “Soft Sales” - Introduce other MARS hardware/software which may benefit the customer, referring all questions and leads to the Director of Sales for follow-up
• Report inventory adjustments according to MARS inventory practices to ensure proper inventory count and ordering

Skills:

• Demonstrated ability in the operation and configuration of MS Windows, MS SQL Server/Express, MS Office, IIS
• Conceptual understanding of computer networking and configuration, from basic “island”-type to more complex enterprise-level integrations
• Deep understanding and demonstrated ability in computer repair and troubleshooting Define problems, collect data, establish facts, and draw valid conclusions.
• Experience that shows sufficient presence and leadership to develop and maintain relationships with customers, strategic partners, executive staff, and other internal and external audiences.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Competencies:

• Teamwork, initiative, multicultural sensitivity and interpersonal communication, ability to multitask and also easily move between tasks in certain situations, self-starter, ability to follow instructions from peers, willingness to do whatever it takes to meet company and customer expectations.