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Job Description

Job Number
57-20
Job Title
Field Support Engineer
Department
SMP Satcom Products : Customer Support
Location
Harderwijk, The Netherlands
Description
Under general direction, the Field Support Engineer is responsible for providing technical support for all CPI customers relating to questions or issues involving CPI equipment.
  • Receives and handles telephone inquiries and provides technical support by email during defined business hours from customers, 3rd party service providers and other service locations regarding service and maintenance of satellite and microwave telecommunications equipment. Uses tact to clarify nature of inquiry, provides technical advice or information over the telephone or by email. May receive and handle emergency telephone inquiries on a 24-hour basis.
  • Schedules on-site field training service visits subject to approval of the Service Manager or may route inquiry to other Company personnel as necessary. Exercises discretion to determine a need for an on-site service call in a manner which provides maximum service level to the customer while minimizing cost of service calls. Schedule and travel to worldwide customer sites for technical support visits/field repair/upgrade work and will also travel to worldwide locations (customer sites, Georgetown and new West location) to provide customer HPA training and technical advice on HPA repairs/issues.
  • May revise assembly blueprints or schematics to improve product performance or installation; may prepare engineering change requests to document revisions to engineering department.
  • Performs diagnosis and analysis of malfunction CPI systems using electronic test equipment and knowledge of electronic circuits. Performs repair or replacement of parts as necessary on a timely and efficient basis. Confers with supervisor on unusual service situations. Performs repair tasks through completion of project.
  • May conduct failure analysis by examining equipment, performing tests and diagnosing operating difficulties. Prepares failure analysis report, identifies replacement parts needed, prepares time estimate and total costs associated with repair.
  • Advises customer regarding theory and use of equipment. Educates customer personnel on proper use and maintenance of equipment.
  • Maintains records, files and documentation in support of phone service activities. Maintains records related to travel expenses when traveling for field engineering. Submits expense reports on a timely basis in accordance with procedures.
  • Analyzes customer’s technical issues and quickly arrives at a workable solution using one’s skills, product manuals and the database system.
  • Answers general questions both with internal and external customers relating to CPI product test procedures and specifications.
  • Trains the technical personnel on CPI products relating to theory of operation and troubleshooting technical problems.
  • Must provide a daily/weekly summary of all incoming calls and failure information and forwards to management for review.
  • Organize work routine to accomplish tasks within prescribed deadlines.
  • Maintain the storage of test equipment and tools for travel use.
  • May design and build test fixtures.
  • Performs other duties as assigned.

Requirements
  • Associate degree in electronics
  • 5 years’ experience in customer service engineering related to microwave communications.
  • Willingness to travel domestic and international.
  • Familiarity with AC/DC electronic test equipment, including RF instruments (possess a broad knowledge of electronics, and troubleshooting technical problems).
  • Possess strong verbal and written communication skills along with good organization skills.
  • Ability to use a personal computer, ERP System and Internet within a help desk environment.
  • Proficient with Word and Excel, PC based software.
  • Possess at least a minimum of 2 years of demonstrated leadership skills.
  • Possess knowledge in remote communications to electronic equipment, such as RS232/RS485, Ethernet, USB.
  • Any combination of training and experience will be considered.