Product Support Specialist

 

Verari Systems is the leading developer of advanced server, storage and desktop consolidation solutions that directly address power, cooling and density issues in the enterprise data center. The utilization of patented technologies, best of breed components and award winning management software allow our customer to enable the GREEN data center through efficiency, functionality and reliability.

 

SCOPE & RESPONSIBILITIES:

 Work with Product Engineering and all levels of SupportProvide product specific training (Repair & Diagnostics) Product specific problem replication and fix verification Visit customer sites as required to progress problem resolution. Ensure Beta Release training in place for new products Maintain Technical Library for current products/components Research formal training – inside/outside vendors Create Technical Information Bulletins, white papers Ensure regular progression of resolution efforts & timely ultimate resolution to escalated problems. Verify case tracking system entries for technical competence Develop trouble shooting & FRU replacement procedures Recommend product release & backline support process improvements Provide training on tools/diagnostic skills Ensure equipment, instrumentation, and tools are readily available Carry a pager, cell phone, laptop for on-call as necessary Responsible for document review (tech pubs) Train Helpdesk Staff & Field Engineers as needed Interface with Support Planner as required Must understand and operate electronics testing equipment to diagnose electrical power and signaling issues within and between components and systems. Take lead on developing and executing get well plans for problematic customers. Take lead on developing and executing get well plans for increasing Annualized Failure Rates and/or other systemic problems affecting customer satisfaction.

 

EXPERIENCE & REQUIREMENTS:

 

This position requires a technical degree and a minimum of 7-10 years relevant experience. The candidate must have excellent oral and written communications skills as well as the ability to work effectively with team members. Experience with operating systems and applications, especially linux based, is highly desirable.  The candidate for this position must be self motivated and able to work under pressure to deliver a high quality product to the end customer; must also be a self starter and work independently with minimum supervision.

 

EDUCATION:

 

Technical degree in Electronics Engineering, Computer Science or other related Engineering discipline. Equivalent experience backed by a verifiable track record may be adequate.

 

 

PHYSICAL REQUIREMENTS:

 

- Excellence in hearing and speaking English.

- Ability to work extended hours to progress problem resolution

- Ability to work odd hours oncall/as needed

- Ability to travel as needed