Senior Customer Support Systems Engineer

US-AL-Huntsville
Category
Engineering
Shift
Day shift (and as needed)
Position Type
Regular Full-Time
Synapse

Overview

Synapse is seeking a Senior Customer Support Systems Engineer.  This position will be responsible for providing pre and post-sales services support (both remote and on-site) to customers and partners.  This position will be very interactive with other groups within Synapse, working with Engineering to identify, resolve and test issues, and features that need to be added to our current solution; with Sales enablement support.  Assist Product Management with tasks to provide customer feedback for future solutions with partners to validate and design solutions.

Responsibilities

Primary Responsibilities:

 

Sales Enable Activities

  • Participate in the maintenance and execution of training and certification programs for 3rd party partners, installers, customers and commissioners.
  • Participate and drive field support tasks, tools and offerings for our Sales Team.
  • Assist with site surveys.
  • Support Beta and Pilot test deployments.
  • Provide technical support for customers evaluating our products and solutions.
  • Provide on-site sales support and partner training.

Post-Sales Support and Service Activities

  • Deliver remote and on-site services and support for customers and partners installing, commissioning and providing training for our products and solutions.
  • Research, diagnose and identify solutions for product and application failures.
  • Process, evaluate and provide feedback on RMA requests and field failures.
  • Provide continuous feedback to key business units regarding product enhancements (both features and troubleshooting tools) and lessons learned as we work with customers both remotely and in the field.
  • Provide application design technical assistance to partners, which would include reading, analyzing CAD drawings, site surveys and other documentation to promote an optimal solution to meet the customer's application needs.

Qualifications

Job Requirements:

 

  • BSEE/BSCE/BSME or equivalent
  • 5+ years experience spanning product development, project management, product support.
  • Lighting industry experience and knowledge base preferred but not required.
  • Solid understanding of hardware and software products and services.
  • Ability to work well in a team environment and pro-actively take on individual responsibilities as required.
  • Excellent communication skills both written and oral.
  • Ability to ownership of customer and product issues and to see them through to resolution.
  • Strong customer engagement skills.
  • Ability to research, diagnose, and identify customer solutions.
  • Excellent troubleshooting and problem solving skills.
  • Organization and multitasking skills.
  • Ability to perform a wide range of tasks that span across technical concepts, customer expectations and business needs.
  • Domestic and International Travel 25%

The above statements are intended to describe the general nature and level of work being performed by an employee in this position.  These statements are not intended to be an exhaustive list of duties, responsibilities and/or qualifications.

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