Responsibilities and Tasks
· Analyze and troubleshoot issues faced by customers and provide work-around solutions.
· Liaise with customers in order to collect and identify customer needs and provide engineering support to customers to ensure fulfillment of Service Level Agreements (SLAs).
· Interact and collaborate with Sercomm RD and PA team with identified and sorted customer requests translated with technical description scope and necessary technical clues
· Assist RD team to reproduce and debug issues onsite.
· Prepare functional spec and acceptance test plan to customer.
· Support technical approval of delivered products in customer side.
· Support proof of concept technical demo and presentation
· Present product solution and proposal based on customers’ requirement.
· Monitor user forums
· Channel field related issues into internal issue tickets after first step troubleshooting
· Maintenance of local customer issues tracking system and Sercomm Mantis
· Manage the delivery of new firmware releases and documentation to partners and customers
· Manage the scheduling of field engineering resource supplied to customers and forecast any resource shortages of project management
Qualifications and experience
· Minimum B.S./B.Eng. or equivalent in a relevant technical discipline
· Strong technical background in “Communications and Internet” with an emphasis on CPEs
· Be familiar with common CPE functions ( xDSL, GPON or DOCSIS modem) in system layer, application layer and also service layer .
· Experience in a customer support role for 3-5 years at least
· The post-holder will be expected to have detailed knowledge of xDSL technology , GPON technology or DOCSIS technology
· Experience and knowledge of end-to-end systems testing and deployment is required
· Knowledge of Strong problem solving and trouble shooting skills.
· The post-holder will have a proven track record working in Customer and Development Partners test environments and labs