Job DescriptionPrimary Duties & ResponsibilitiesCustomer 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
- 8+ 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 & Other Requirements- Travel 25% to 33% of time
- 7x24 on-call support
- Strong communication and negotiation skills
- Creative, analytical and structured problem-solving capability
- Team oriented and a self-starter
Working ConditionsWorking 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 RequirementsThe 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 RequirementsAll employees are required to follow the site EHS procedures and Coherent Corporate EHS standards.
Quality and Environmental ResponsibilitiesDepending 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.
