FIELD APPLICATION ENGINEER: URGENT

Responsibilities and Tasks 

· Analyze and troubleshoot issues faced by customers and provide work-around solutions. 

· Liaise with customers in order to collect and identify customer needs and provide engineering support to customers to ensure fulfillment of Service Level Agreements (SLAs).

· Interact and collaborate with Sercomm RD and PA team with identified and sorted customer requests translated with technical description scope and necessary technical clues

· Assist RD team to reproduce and debug issues onsite.

· Prepare functional spec and acceptance test plan to customer.

· Support technical approval of delivered products in customer side.

· Support proof of concept technical demo and presentation

· Present product solution and proposal based on customers’ requirement.

· Monitor user forums

· Channel field related issues into internal issue tickets after first step troubleshooting

· Maintenance of local customer issues tracking system and Sercomm Mantis 

· Manage the delivery of new firmware releases and documentation to partners and customers

· Manage the scheduling of field engineering resource supplied to customers and forecast any resource shortages of project management

   Qualifications and experience

· Minimum B.S./B.Eng. or equivalent in a relevant technical discipline 

· Strong technical background in “Communications and Internet” with an emphasis on CPEs 

· Be familiar with common CPE functions ( xDSL, GPON or DOCSIS modem) in system layer, application layer and also service layer .

· Experience in a customer support role for 3-5 years at least

· The post-holder will be expected to have detailed knowledge of xDSL technology , GPON technology or DOCSIS technology 

· Experience and knowledge of end-to-end systems testing and deployment is required

· Knowledge of Strong problem solving and trouble shooting skills.

· The post-holder will have a proven track record working in Customer and Development Partners test environments and labs