Support Engineer

Description

Position Summary:

Responsible for providing pre-sales technical support to sales department and post-sales support to in-bound Sencore customer requests. In that capacity, the Support Engineer provides customers ongoing technician support via telephone, email and in the field. The position serves as a subject matter expert on both Sencore products and industry standards. Responsibilities also include collaboration with other groups within Sencore to resolve customer issues. Additional duties may include providing customers technical training on the Sencore product and technology topics.

Primary accountabilities:

• Provide technical support to sales department and customers on pre-sales opportunities.  This may include technical support on product evaluation, product requirement questions, and product demonstration.   
• Manage any new or repeated customer issue through any and all Sencore departments until the issue is resolved for the customer. This may include documentation of issues, or escalating appropriate issues all while continually keeping the customer and their account manager informed of the progress.
• Receive and return phone calls and emails which apply to the application or use of Sencore equipment, accessories, or technical instruction material and following them through to completion.
• Investigate and log customer complaints about Sencore product performance or functionality. The investigation may include reproducing the problem and determining the group within Sencore that is responsible for correcting the issue. Shall log the complaint and escalate appropriately.
• Travel to the location of problems with Sencore equipment at the request of the ProCare Manager. This would be done to qualify a difficult to reproduce issue or to speed up the investigation of an issue with high visibility or high impact to a customer.
• Initiate, create and implement ongoing technical product training on new and existing products as the need arises.
• Responsible for all materials, props, and equipment needed for training.
• Research and write all documentation for assigned products. This primarily includes user manuals, and may also include specifications, application notes, technical tips, web page information or other collateral assigned by the ProCare Manager.
• Track and complete special projects as assigned by the ProCare Manager. This may include researching unique opportunities with customers, putting together special system designs for customers, and investigating new product possibilities.
• Shall serve on and contribute to industry committees, societies, and standards body organizations, or trade groups as assigned.

Qualifications

Education/Experience:

• BS in Electrical Engineering, BS Computer Science, BS Software Engineering, BS Electronics Engineering Technology, BS Computer Engineering, BS Network Engineering or other two year electronics degree and/or equivalent experience.

Skills:

• CCNA certified or IP Network Engineering experience is a plus.
• Excellent verbal and written communication skills coupled with a degree of diplomacy and professionalism are required due to the extensive interface with co-workers and customers.
• Above average computer skills are necessary to perform the administrative functions of the job.
• Able to plan using goals, timelines, etc. to meet sales and support objectives.
• Should be self-motivated and able to accomplish essential functions without direct supervision.
• Able to understand a design at system level and able to understand a wide technology base (hardware, software, mechanical, etc.)
• Must be able to lift up to 50 pounds on occasion.
• Some processes require prolonged standing, as well as some require prolonged sitting.
• Must have correctable vision and hearing ability as well as physical mobility and dexterity.
• Must be able to obtain and maintain a valid passport as some travel will be outside the United States.

This position is on-site in Sioux Falls.