Technical Support Engineer

Job Responsibilities

• Receive service calls from internal and external customers capture all calls in the service management tool by creating a case
• Remote fix/resolve reported problem over the phone, create work orders, schedule FSE to customer site; organize parts dispatch for repair at site
• Plan safety stock and optimize inventory to ensure parts availability and first-time fix and uptime of the product
• Track work order closure in service management tool, follow up open cases to report to Technical Support manager timely
• Maintaining iBase in SAP, and ensuring 99%-100% accuracy is very important
• PM planning and scheduling working closely with Technical Support manager sharing report monthly   
• Travel to customer sites to gain filed experience and support/share field workload with FSEs based on Technical Support Manager instructions,
• To perform System Installs, repairs, upgrades, and preventive maintenance  
• Organize parts or Modules to ship to BU for return credit or repair & return in coordination with Customer Support Specialist. Track all part's movement using a tracker for follow up and reporting
• Provide complete, accurate and regular Service documentation and records to the AV Service system, including:
• Service reports and System Install reports: in compliance with Quality requirements
• Participate in required training arranged by Technical Support Manager
• Performs other work-related duties and responsibilities, on occasion, as assigned.
• Complies with quality and regulatory requirements, Company policies, operating procedures, processes, and task assignments. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.