Trade.Information

Description

• Location: US-TX-Houston
• Base Pay: N/A
• Employee Type: Full-Time Employee
• Industry: Other Great Industries
• Manages Others: No
• Job Type: Engineering/Consultant
• Req'd Education: None
• Req'd Experience: Not Specified
• Req'd Travel: Not Specified
• Relocation Covered: No

Provides technical support to customers and other service personnel in determining and solving software/hardware problems. Support includes consultation, diagnosis, problem verification, status reporting and resolution. Conducts a line of questioning that identifies the product problem while minimizing customer anxiety and increasing customer satisfaction. Coordinates software installations, upgrades and revisions. May perform maintenance and servicing of various products, on a limited basis. Conducts performance analysis and tuning. Analyzes performance reports for assigned areas and/or products. Prioritizing solutions according to customer schedules and downtime costs. Reports performance trends/problems to management, recommending resolutions, if necessary. Implements corrective action, either directly or through other service personnel. Develops tools for evaluating product performance or to improve the servicing function. Participates in the review of technical product documentation to ensure that consistent, accurate and appropriate information is provided, recommending corrections, additions or improvements, as required. May develop maintenance plans and schedules for assigned area. Participates in new/revised product development reviews to ensure proper serviceability in the product design. Establishes and maintains procedures for the purpose of implementing revisions, retrofits and expansions in the field. Participates in development, revision, and implementation of service training plans and programs. Researches various company literature and checks it against current servicing information for validity and accuracy. Initiates corrective action when necessary. Prepares and conducts technical reports and presentations as needed. Participates in the development, revision, and implementation of service training plans and programs. May direct the activities of other service personnel.

Knowledge:
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position. Initiates and directs (on a project basis) joint programs across functional boundaries to review new/revised products to ensure proper serviceability in the product design. Participates in pre-systems checkouts and/or functional demonstrations to determine systems acceptability. Makes recommendations for improvements and suggestions of functional requirements for future products. Understands objectives and problems of non-service organizations and incorporates their needs into solutions, as appropriate.

Requirements:
Bachelor's Degree in engineering, computer science or related discipline. Typically requires a minimum of 5 years of related experience.

Category: Application Engineering

Country: United States