M.Sc. or B.Sc. in Electrical Engineering, Computer Science, or Physics
6+ years in optical communication as a technical support manager or engineer
Familiarity with coherent optical transceivers, DWDM, OTN, and network management protocols
Experience in troubleshooting network management systems and field issues
Preferred experience in coding Python scripts and product development
Responsibilities
Provide quick technical support for customer inquiries
Collaborate with internal teams to resolve issues and conduct Root Cause Analysis
Offer technical support for PLM and Quality team interactions
Review product specifications and provide feedback for new product development
Conduct pre-testing with R&D to ensure trial success
Perform customer site testing as needed
Train front-line customer support on new product installation and operation
Benefits
Travel opportunities (25% to 33% of time)
7x24 on-call support
Strong emphasis on teamwork and self-starter mentality
Professional office environment with standard office equipment
Commitment to safety and environmental standards
Full Job Description
Job Description
Primary Duties & Responsibilities
Customer Technical Support - 60%
Quick response technical support customer issues or inquiries
Work with internal teams to resolve customer issues and complete Root Cause Analysis
Provide technical support for PLM and Quality team customer interactions
Review PLM and R&D product specifications, providing real-world feedback to new product development
Review and/or propose test scope and detailed plan.
Review with R&D team and conduct any necessary pre-testing to ensure trial success
Perform testing at customer site as required
Customer Demo and Trial Support - 30%
Review and/or propose test scope and detailed plan.
Review with R&D team and conduct any necessary pre-testing to ensure trial success
Perform testing at customer site as required
Technical Training and Documentation - 20%
New product installation and operation training for the front line customer support team
Provide technical Customer Installation and Operating documentation
Education & Experience
M.Sc. or B.Sc. degree in Electrical Engineering, Computer Science or Physics
6+ years working experience in optical communication companies as technical support manager or engineer, development engineer or system verification engineer.
Experience with the following technologies: Coherent optical transceivers, DWDM, OTN, optical network architectures, and network management protocols.
Experience investigating field issues and RMA support
Experience using and troubleshooting network management system
Experience in coding Python script is preferred.
Experience in product development is preferred.
Skills
Travel 25% to 33% of time, to meet customer support needs
7x24 on-call support
Strong communication and negotiation skills
Creative, analytical and structured problem-solving capability
Team oriented and a self-starter
Working Conditions
Working conditions typical of a climate controlled and professional office environment. This role routinely requires use of standard office equipment such as computers, phones, copiers, filing cabinets, etc.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms
Safety Requirements
All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.
Quality and Environmental Responsibilities
Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.
