SYSTEMS SUPPORT SPECIALIST

System Engineering

 

 

·  Provide Level 3 support for Product Specialist, Field Technicians and phone support staff.

·  Assist with testing new software and reviewing all product documentation.

·  Provide hardware procurement for products developed.  This includes validating that the hardware meets the business, software, quality, reliability and serviceability requirements

·  Work with supply chain to create Installation Kits/User Guides & CDs for Techs and for warehouse per marketing’s requirements.

·  Track and Control (Configuration Management) all software deployed to the field via physical media or remote updates developed or outsourced. 

·  Generate Deployment, Beta/Pilot, Support and Training Plans.

·  Manage and track Remote Deployment of software/scripts/templates for all software either developed or outsourced. 

·  Work with Service to track field deployment of software.

·  Coordinate beta and pilot programs with product specialists, Service and call centers.

·  Provide Installation/Deployment Support for Beta/Pilot/Field Trials.

·  Conduct installs for Beta/Pilot/Field Trials.

·  Support Beta/Pilot/Field Trials US and Global either through remote control software or travel to locations.

·  Generate training documentation for Techs, call centers and retail technical personnel that are installing or supporting products

·  Conduct initial training to Product Specialists, Techs, Call Centers and retail technical personnel that are installing or supporting products developed

·  Track and troubleshoot trend issues in the field and verify that they are real problems and put together a proposal to provide to development to get the issue addressed.

·  Responsible for provide training materials, brain trust documentation for resolving trend issues filed for the call centers, techs and retailer support groups on all products developed.

·  Responsible for working with Supply Chain Management to make sure that inventory is available and will plan ahead for HW end of life. 

·  Responsible for certifying new hardware with software developed or outsourced