Customer Support Engineer -- Tech Support

Summary of Responsibilities:

Performs preventative and remedial maintenance on assigned SAGEM MORPHO products.  Provides assistance on installations and removals.  Installs field change orders, when required.  Requires assistance on difficult problems.  Must have some knowledge of central processing units and be able to run associated diagnostics.

Duties & Responsibilities:

·  Provide support to assigned site(s) for both hardware and software maintenance, often covering multiple versions.

·  Continue education of SAGEM MORPHO (AFIS, Civil, and other) and related systems.

·  Provide problem solving skills based on knowledge of SAGEM MORPHO systems (AFIS, Civil, and other) and related systems.

·  Perform routine maintenance on SAGEM MORPHO (AFIS, Civil, and other) and related systems.

·  Report to SAGEM MORPHO incidents of downtime and other system anomalies.

·  In cooperation w/Regional Maintenance Manager and or Sr. Maintenance Mgr., prepare preventative maintenance schedules for remote sites.

·  For individuals assigned to on-site locations, serve as primary on-site contact to SAGEM MORPHO offices in Tacoma.

·  Decision maker for proper support procedures when system problems arise.

·  May provide supervision to on-site personnel in the proper scheduling and maintenance of SAGEM MORPHO (AFIS, Civil, and other) systems and related systems.

·  Perform other duties, as assigned.

 

 

Problem Solving/Judgement:

Must be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors. Ability to operate independently within established department/company practices and execute appropriate action.

Supervision Required:

Works under minimal supervision on all assigned projects. Work is subject to review upon completion or at incremental milestones, as directed, to ensure compliance with department/company objectives and policies.

Supervisory Responsibilities:

Depending on project size and complexity the scope of supervision may include one to three staff.

Contacts:

Requires frequent and effective contact with company staff at all levels as well as with outside parties including customers, suppliers, resellers and subcontractors.

Decision Making:

Responsible for making appropriate decisions within the framework of established department and company policies and practices. Provides information, assistance and recommendations that are considered in the formulation of management policy.

Minimum Skills & Qualifications:

·  Four year degree in related field, e.g. Computer Science, Mathematics, Physics, etc., or two year degree w/equivalent levels of experience in related field.  (Appropriate levels of experience, typically two years experience equals one year of college, may be exchanged for degree).

·  Six months or more using UNIX in a professional environment.

·  Six months or more customer service experience.

·  Strong customer interaction skills, communication, and ability to work well w/others.

·  Ability to lift up to 40 lbs. in order to handle and lift computer equipment and peripherals.