Customer Support Engineer
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.
Works under general supervision on a wide range of assignments that require a substantial knowledge of the discipline or function. Follows established procedures, processes, or policies, but is expected to use judgment in resolving issues or recommending solutions. May participate in project teams or lead portions of projects. Has a thorough knowledge of the basic principles, practices, and processes in the applicable discipline and has a working knowledge of related fields. Provides resolutions from basic to moderately complex problems. Exercises judgment within procedures and practices in selecting methods and techniques for arriving at solutions.