Customer Support Engineer

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Columbia, SC
$70,000 - $85,000
Job Type
Direct Hire
Bachelor of Science
Aug 03, 2017
Job ID

Customer Support Engineer


Success Factors: The successful Customer Support Engineer will have strong engineering and networking skills, be self-motivated to quickly become deeply familiar with the firm's products and services, have outstanding customer interface skills, and, will have a desire to exceed customer expectations by driving problem resolution to closure in timely, professional, and cost effective manner. The candidate must be creative and able to think outside the box for technical problem resolution.


General Purpose of the Job: Responsible for interfacing with customers over the telephone and in person in order to analyze and resolve technical, sometimes complex problems. This includes providing technical support and training for the company's systems to customers, dealers, and partners. This position is responsible for performing the following duties;


 Essential Duties and Responsibilities:

·         Prioritize and provide customer support and technical issue resolution via e-mail, phone and other electronic medium.

·         Determine most cost effective repair/resolution to minimize customer downtime.

·         Confer with other functions to clarify or resolve problems and develop corrective action, method improvement to resolve problems for complex issues.

·         Enter and track issues in a tracking database, keeping customers apprised of work status, and drive all issues to closure.

·         Must be able to relay detailed instructions to customer and interpret documents including technical operating manuals and maintenance instruction/agreements.

·         Escalate product performance issue (software/hardware) within the tools provided (Salesforce, Rally, etc.) and resolve and/or drive to conclusion.

·         Issue Return Material Authorizations (RMA’s) per company policy which may include additional steps to create quotes, placing collection calls, and resolving part number variances.

·         Write and submit product defects in a tracking system.

·         Provide after-schedule support on an as needed basis.

·         Provide on-site customer support service/training on an as needed basis as requested by management. 

·         Must be able to travel 25% of time.

·         Develop Troubleshooting algorithms for the primary Scout performance issues.

·         Any other duties assigned which are in the best interests of the company.

Other: Spanish speaking proficiency highly desirable but not required


Education & Experience: Prefer Bachelor's degree in Computer Engineering or Computer Science or equivalent experience.  Should have Networking knowledge and skills.  Experience in radio technologies a plus. Certification in CCNA, Network +, A+ a plus.