Technical Support Engineer

Fiber Optic Product Development Engineer

Overview:&nbsp; <ul><li>You shall be a part of the Technical Support Center (based out in Pune, India).</li><li>The Technical Support Center is a team of highly responsive technology specialists whose #1 focus is to</li><li>support/resolve the customers for Presales and Post Sales Technical issues while delivering the best</li><li>possible customer experience.&nbsp;</li><li>You can measure your success through excellent financial results, growing</li><li>customer happiness metrics, industry recognition, on time resolution and employee happiness scores.</li><li>You shall be the first point of contact for customers and partners all over Americas, EMEA &amp; APAC.</li><li>Youll have insight on the detailed functionality of products and partner with all distributed</li><li>elements of the service chain.</li></ul> Responsibilities: <ul><li>You will be responsible for creating and driving support tickets within the required SLA parameters.</li><li>will depend on you to provide the highest standard of customer support for Switching, routing</li><li>,security , Wireless, Cables &amp; Connectivity.</li><li>Remotely provide Presales as well as Post sales support making sure the customer is satisfied with the level of service provided. Manage the tech support day-to-day operations to achieve qualitative and quantitative targets at team/staff level and to maintain overall quality standards.</li><li>You shall be responsible for achieving all metrics for the respective customer/partner, as defined by the management with particular focus on customer satisfaction. </li><li>Gather the required information necessary to best handle customer software and technical inquiries.</li><li>Resolving the issues through Phone, chat and ticketing tool - communication channels.&nbsp;</li><li>Collaborate with Technical Support team members to properly manage customer queries and escalate when appropriate.</li><li>Document solutions for knowledgebase.</li><li>Work to support customer technical issues encompassing hardware, software, and networking.&nbsp;</li><li>Create knowledge base articles on products.</li><li>Connect with wide range of people and teams to find these solutions such as Solution Consultants,Product Line Managers, and the various plants.</li><li>Provide technical service for products and solutions in India and deliver professionally and</li><li>disciplinarily.</li><li>Deliver end to end solution as per customer demand.</li><li>Assist customers with Support Requests and engaging with other Teams ensuring follow up on each request and solution is provided.</li><li>Continuous improvement of their professional certification level.</li></ul> Requirements : <ul><li>Bachelor’s degree in Telecom, Computer Science, Electrical Engineering/Electronics/ IT.</li><li>CCNA Certified. Hirschmann switches, router and security devices knowledge would be added</li><li>advantage.</li><li>Minimum 3-10 years working experience.</li><li>2~3 year’s implementation experience in Managed and unmanaged switches, Internet wireless LAN,</li><li>Industrial Security Systems, Embedded Ethernet modules, Fiber optic field bus repeaters, Secure</li><li>remote access, Network Management Software, Industrial Connectors, industrial network security</li><li>products for process control, SCADA manufacturing and automation sectors.</li><li>Experience in customer support, service or after sales in networking system will be added advantage.</li><li>Understanding of networking protocols.</li><li>Knowledge of transmission technology, OTN and Network Access control would be a plus.</li><li>Hands-on experience with monitoring, network diagnostic and network analytics tools/network</li><li>configuration experience with Cisco etc.</li><li>Ability to quickly learn new or unfamiliar technology and products using documentation and internetresources.</li><li>Basic Level of understanding of Routing and Switching, Basic Data networking, including DHCP, RSTP, VLAN, QoS, IGMP, network redundancy, IP routing protocols and standard VPN technology.</li><li>Industrial networking and IIoT/IoT digitalization knowledge would be added advantage.</li><li>Good English in reading and written, and good oral English is a must.</li><li>Ability to multitask in a fast-paced environment.</li></ul>

Responsibilities : <ul><li>Product design, including but not limited to, fibre optic connector and termini design, fibre optic cable assembly design, fibre optic flex cable assembly design.&nbsp;</li><li>Support development of fibre optic interconnect systems&nbsp;&nbsp;</li><li>Liaison to Manufacturing plant locations&nbsp;</li><li>Create Engineering Change Requests (ECRs)&nbsp;&nbsp;</li><li>Make changes to drawings in SolidWorks/CREO/ZWCAD to support UK MIL or General Market Controlled ECR/ECNs&nbsp;</li><li>Address requests for product extensions, drawing changes, engineering quotes.&nbsp;</li><li>Handle requests to get part extended and costed SAP&nbsp;&nbsp;</li><li>Support Expanded Bean Product Line for changes and product extensions.&nbsp;</li><li>Create design verification test (DVT)/Qual test plans, create test request&nbsp;&nbsp;</li><li>Support/witness testing in the lab,&nbsp;</li><li>DVT/Qual cable assy design/drawings, component modeling/print creation,&nbsp;</li><li>Participate in DFMEA/PFMEA&nbsp;&nbsp;</li><li>Support design review preparation/presentation&nbsp;&nbsp;</li><li>Model shop requests&nbsp;</li><li>Support build or build prototype parts.&nbsp;&nbsp;</li><li>Working knowledge of manufacturing processes.&nbsp;</li><li>Proficient with MS Office software.</li></ul> Requirements : <ul><li>Fiber optic or rugged fiber optic connector and termini development background</li><li>Degree in appropriate discipline or equivalent work experience with fiber optic connectors, cables, termini, etc&nbsp;</li><li>Fiber optic cable assembly development experience&nbsp;</li><li>Support and lead product development through the product development life cycle&nbsp;</li><li>Experience with Solid works, CREO and Autocad&nbsp;&nbsp;</li><li>Tolerance analysis&nbsp;&nbsp;</li><li>5-8 years design and new product development experience, preferably with electronic or optoelectronic related assemblies, hardware, and components</li></ul>

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Technical Support Engineer

Fiber Optic Product Development Engineer

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Technical Support Engineer

Fiber Optic Product Development Engineer

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