Customer Support Engineering Technician

Location: Rochester, NY Reports to: Customer Engineer Supervisor

FLSA Status: Non-Exempt Salary Range:$28.17/Hour-$35.72 hour

The Opportunity

The Customer Support Engineering Technician will be responsible for providing post-sales support. As a key member of our cross-functional team, you will have comprehensive technical knowledge in our products and services while also providing valuable input to our R&D, Product Management, and Applications teams. We offer a fast-paced work environment with opportunity for growth. We place a high value on self-motivation and getting things done.

Our Technology

Safran Federal Systems provides Resilient PNT solutions and custom engineering services to U.S. Government agencies, defense organizations and their contractors. Safran Federal Systems is authorized to work on the full spectrum of U.S. Government classified and unclassified projects, in addition to supporting strategic partnerships for key defense PNT technologies.

How I Will Contribute

• Ownership of reported customer issues and accountability to see problems through to resolution, ensuring a high degree of customer satisfaction.
• Diagnose, troubleshoot, and document technical issues a customer is experiencing to identify hardware and software solutions to resolve product/system issues.
• Guide customers through installation challenges and integrations.
• Understand customer use case and implementation of our product/solution into their environment by asking targeted questions to quickly understand the root of the problem.
• Lead disposition and repair of returned equipment and document all pertinent information related to returned material (RMA).
• Analyze data and report on trends (Product, Application, User Experience, etc.).
• Key contributor to FAQ and knowledge-based articles while identifying opportunities for improvement (technical bulletins, design changes, etc.).
• Assist in development and conduct technical training for internal and external stakeholders related to installation, integration and troubleshooting of products.
• Properly escalate unresolved issues to appropriate internal teams.
• Act as voice of the customer to investigate and escalate the issue internally with additional functions as necessary.
  
  

What You Bring To Safran Federal Systems

• Attention to detail.
• Technical knowledge in one or more of the following areas:
  
  

GNSS, Time and Frequency Servers/Systems (Safran, Orolia, Spectrum, Brandywine, Microchip, etc.), PTP/NTP, Accurate timing solutions (setup, install, debug, design, SW/HW, etc.), Controlled Radiation Pattern Antennas (CRPA), Phase Coherent Radio Frequency (RF) Systems, Signals of Opportunity (SoOP), GNSS Simulators (Safran, Talen-X, Orolia, Lab Sat, CAST, IFEN, etc.)

• Knowledge of common analog/RF impairments encountered in GNSS and wireless systems.
• Strong troubleshooting skills.
• Solder, de-solder, rework assemblies and follow all ESD procedures and policies.
• Ability to work individually and in a team environment.
• Ability to travel on-site for troubleshooting and training exercises.
  
  

Nice To Have

• IPC-610 & Standard 001
• Competency with Microsoft applications
• Experience with test equipment such as multimeters, oscilloscopes, spectrum analyzers, frequency analyzers, etc.
• Minimum 5 years soldering experience with printed circuit boards preferred.
  
  

Requirements

• High School Diploma or GED equivalent, associate degree preferred.
• Verbal and written communication skills.
• Ability to lift to 50 pounds.
• Organizational, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment while handling multiple concurrent tasks.
• Position is based in Rochester, NY, occasional travel (up to 25%) to visit customers at various locations.
  
  

Some Of “the Good Stuff”

• Annual Bonus Opportunity
• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
• Paid Time Off
• 401k Retirement Program
• Gym Membership Reimbursement
• Tuition Reimbursement Program
• Employee Career Development
• Flexible working arrangements
• Great work environment
  
  

About Safran Federal Systems

Safran Federal Systems has been awarded a Top Workplaces 2023 honor by Rochester Top Workplaces, ranking #1 in the Small Business category in Rochester, NY.

In 2022, Safran acquired Orolia, now Safran Trusted 4D, the world leader in Resilient PNT. At the intersection of critical infrastructure and national defense, Safran Trusted 4D solutions govern and protect the integrity of systems that shape the world. In early 2019, Orolia Defense & Security spun off as a separate entity from its parent company Orolia, with the mission of providing resilient Positioning, Navigation and Timing (PNT) solutions and custom engineering services to U.S. Government agencies, U.S. Defense organizations, and their contractors.

In August of 2019, Safran Federal Systems acquired Talen-X, a U.S. company specializing in advanced GNSS (Global Navigation Satellite System) Simulation solutions and Interference, Detection, and Mitigation (IDM) technologies. Talen-X's portfolio was an ideal fit and has helped to enhance Safran FS's overall offerings. The acquisition enabled Talen-X's existing resources, operations, and capabilities to be scaled and accelerated to better support the warfighter. Read the press release here.

Safran Federal Systems operates as a proxy-regulated company, Free of Foreign Ownership, Control, or Influence (FOCI). As such, Safran FS Defense & Security is approved to work on the full spectrum of U.S. Government classified and unclassified projects and is positioned to support strategic partnerships in the development of key PNT technologies for the defense market.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.