Product Support Engineer (Technical Service)

Product Support Engineer 2 - (87097-1)
Chillicothe, IL
12 months

Job Description:
- Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications.
- Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal Client for every interaction.
- Triage / Troubleshooting – also support to Concentrix agents
- Tactical – Timely resolution and follow-up with customer & dealers
- Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.
- Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.
- Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.
- Manages hand-ups/escalation paths in support of daily operations.
- Manages requests to the urgency defined by our service level agreements.
- Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.
- Supports continuous improvement efforts.
- Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.
- Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.
- Support Digital Product training for CSRs
- Supports the development and maintenance of Business Rules
- Validate and create process maps
- Provides input to digital product and application support teams.
- Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

Exceptional Qualities for Candidate Would Include experience in any of the following:
- Client Electronic Technician (Client ET)
- Client Remote Service
- Client Remote Flash
- Client Remote Troubleshoot
- Client ® AirConnect
- SIS 2.0 (Service Information System)
- Client ® SIS2GO App
- Telematics
- Product Link
- 3-5 years’ experience.

Position’s Contributions to Work Group:
- Receive, manage and resolve user issues
- Maintain work group tools and resources
- Automate processes and reduce technical debt

Reason/motivation for request:
- Backfill

Why Client ? “Whether it be ground-breaking products, best in class solutions or a lifelong career, you can build what matters to you at Client. With 150 locations in countries around the world, what you create at Client travels and helps people around the world. You can collaborate with the best minds in the industry, complete meaningful work and continuously grow and develop through our various opportunities. Here, you can do the work that matters.”

Why this Role?
- Provide Level 3 product support for the Client Service Tool Product Line to make Client dealers more efficient and keep Client customers running. The products to be supported include the following:
- Client Electronic Technician (Client ET)
- Client Remote Service
- Client Remote Flash
- Client Remote Troubleshoot
- Client ® AirConnect

Typical task breakdown:
- OIP Support calls/tickets
- Remote Troubleshoot Support
- Internal Client ET licensing/Renewals
- Section PC/ECM support
- Linux/Windows PC maintenance
- CWS Groups Access
- DevOps Access
- Section Wiki Management & Access
- Section Website Admin
- ECM/CA/UFO Inventory
- ECM Rack Maintenance
- ECM FPS Registration
- Washing/Troubleshooting ECMs
- Cable Maintenance
- Dev tokens for Network Managers
- Pyflash Network Managers
- VMWare Support & Image management
- L1/L2 Knowledge Documentation
- Client Part Orders
- DevOps Transition Project
- Relay boards/software

Interaction with team:
- Occasionally you will consult with senior team members to identify the approach to handling challenging issues or requests.
- Often you will request clarification regarding missing or improper information from the application engineers.

Team Structure
- When the Product Support Engineer doesn’t immediately know how to resolve a user’s problem, they often work with application engineers and developers to resolve.
- The Product Support Engineer will provide technical support to team members such as developers and QA testers for their PCs and tools.
- Additionally, the Product Support Engineer will be involved in team and office improvement projects lead by one of the section project leads.

Work environment:
- Office environment with “soft” lab test benches.
- (Rarely)Receive and process line down/factory down phone calls to facilitate issue resolution.

Education & Experience Required:
- Years of experience: 3-5 years’ experience.
- Degree requirement: Bachelor’s degree desired, not required.
- Open to all degrees
- Master’s overqualified
- Do you accept internships as job experience: No
- Are there past or additional job titles or roles that would provide comparable background to this role:

Top 3 Skills
- Working knowledge of Information Technology Service Management (ITSM) processes.
- Technical Troubleshooting: Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
- Effective communications: The Product Service Engineer will be required to communicate with internal team members, external parties like Client dealers and service tool users.

Additional Technical Skills
(Required)
- Linux/Windows PC maintenance
- Cable Maintenance
- VMWare Support & Image management

(Desired)
- ECM/CA/UFO Inventory
- ECM Rack Maintenance
- ECM FPS Registration
- Washing/Troubleshooting ECMs
- Dev tokens for Network Managers
- Pyflash Network Managers
- Relay boards/software

Soft Skills
(Required)
- Effective Communications: Working understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Teamwork: Working knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels.

(Desired)
- Analytical Thinking: Extensive knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.

Travel Requirement: 0-25% domestic
Export Control Requirements: YES

Ravi Teja
615-219-6196
[email protected]