CommScope, Inc. Technical Support Engineer in Richardson, Texas
Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.
Due to our continued growth and customer demand we are currently recruiting for a qualified Technical Support Engineer for a position located in Richardson, Texas or Buchdorf, Germany.
The Technical Support Engineer will provide technical services, product support and assistance for DCCS’s internal and external customers. Support could be remote, on-site and via the phone. Internal SME to the technical support team on more than one DAS products. The technical support engineer will work with DCCS R&D, Quality and engineering teams to improve product reliability and supportability based on field performance and learnings from the field.
Duties and Responsibilities:
Provide technical support to internal (sales, project managers, business development and engineering) and external customers (DAS VARs, distributors, partners, and OEMs). Own end to end issue resolution with 100% quality and urgency. Work to meet or beat DCCS scorecard performance targets and customer SLAs.
Work across the regions and support DCCS customer globally based on the needs.
Assist customers with installations and upgrades. Provide on-site support for highly visible projects, if and when needed, to troubleshoot issues which can’t be addressed remotely.
Use trouble ticket tool to submit, update, track resolution of customer issues, create a documented closed loop for each customer issue/compliant.
Support NPIs in the field. Work closely with R&D and PLM prior to new products or software becoming generally available and pre-test software and products in the technical support lab – be an extension of R&D engineering and test teams.
Work with quality to open quality notifications for wide spread or frequent issues. Collaborate with quality, manufacturing, PLM and R&D in RCA analysis. Open tickets to track actions coming out of RCA analysis.
Participate in the DCCS customer helpline pool to answer customer questions or resolve customer issues as second level of escalation
Assist customer with active DAS designs for product only sale – VISIO and iBWAVE
Be a customer advocate and work with R&D and quality to improve customer experience and ease of use for DCCS products. Provide feedback on usability and robustness improvements. Open products tickets with PLM and R&D including proposed solutions.
Turn every customer contact into a positive experience for the customer by meeting and beating customer’s support expectations.
Works with the technical writers so that customer delivered documents are of highest quality and ease to use. Be key reviewers of all customer deliverable documents from PLM, design and technical writers.
Up to 10% travel; primarily within US
Minimum of Bachelors Degree with 2-5 years experience or Masters Degree with 2 years experience. Focus on communications technology and network technology.
Proven record of technical learning ability. In depth knowledge of Wireless technologies and familiar with latest and upcoming Wireless trends.
Prior Wireless, DAS and RF experience. Linux skills desirable
Technical aptitude to be an expert in telecommunication products and overall DAS system.
Demonstrated technical skills and ability to learn on the fly. Excellent technical trouble shooting skills needed. Technical leadership – be able to lead a cross functionality technical team to brain storm and come with solutions to customer issues
Functional/Technical skills and ability to work with ambiguity.
Customer relations are essential – meeting and beating customer needs and expectations.
Ability to work in cross-functional teams (technical support, R&D, quality).
Excellent verbal and written communication skills
Team player and enjoy working in an international environment
Ability to address questions/complaints with tact and proficiency
It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.