Job description

Customer Engineer
Ankeny, IA

What you’ll be doing as a Customer Support Engineer:

We are looking for a Customer Support Engineer to serve as the focal point for customers in providing post-sales support. As a key member of our cross-functional team, you will have comprehensive technical knowledge in our products and services while also providing valuable input to our R&D, Product Management, and Applications teams. We offer a fast-paced work environment with opportunity for growth. We place a high value on self-motivation and getting things done.

What Success Looks Like:

• Ownership of reported customer issues and accountability to see problems through to resolution, ensuring a high degree of customer satisfaction.
• Diagnose & troubleshoot technical issues a customer is experiencing to identify hardware and software solutions to resolve product/system issues.
• Guide customers through installation challenges as needed.
• Understand customer use case and implementation of our product/solution into their environment. Ask customers targeted questions to quickly understand the root of the problem.
• Accountability to meet contractual obligations as dictated in customer purchase orders.
• Communication with customers through a series of actions (phone, email, in person) until technical issue is resolved. Prompt and accurate feedback to customers required.
• Coordinate returned equipment for repair and log RMA’s.
• Ensure all issues are properly logged.
• Automate more robust method for tracking customer support tickets.
• Collect data to identify key metrics (Reduce days-to-close by X days / Y%, ZZ% response within 24 hours, Root Cause / Corrective Action for returns).
• Analyze data and report on trends (Product, Use Case, etc.)
• Create & maintain FAQ and knowledge-based articles. Identify opportunities for improvement (application notes, design changes, training, etc.).
• Post-support follow-up with customers to ensure their products/systems are fully functional after troubleshooting.
• Potential travel to customer site as necessary.
• Properly escalate unresolved issues to appropriate internal teams.
• Be the internal customer voice to investigate the issue with additional functions as necessary.
• Consistent collaboration with the US Simulation Sales team to identify/close new opportunities.
• Develop and enhance customer relationships such that is viewed as a partner to our customers.

Knowledge, Skills & Abilities We’re Looking For:

Technical knowledge in one or more of the following areas:

• GPS, GNSS
• Time and Frequency Servers/Systems (Orolia, Spectracom, Brandywine, Microchip, etc.)
• PTP/NTP
• Rest API
• Accurate timing solutions (setup, install, debug, design, SW/HW, etc.)
• Controlled Radiation Pattern Antennas (CRPA)
• Phase Coherent Radio Frequency (RF) Systems
• Signals of Opportunity (SoOP)
• Navigation Kalman Filters
• GPS, GNSS Simulators (Talen-X, Orolia, Spirent, Lab Sat, CAST, IFEN, etc.)

*Excellent interpersonal skills with the ability to serve as a liaison between customers and internal stakeholders

*Strong verbal and written communication skills to deliver detailed information to customers at all levels within the business

*Ability to work independently and collaboratively with a cross-functional team

*Self-starter, confident, committed, and enthusiastic

*Ability to take initiative, multi-task, and prioritize

*Strong analytical and problem-solving skills

*Ability to proficiently use MS Office (Outlook, Word, Excel, and PowerPoint)

*Experience with Python or other computer program languages

Requirements:

• BS Degree in an Engineering or technical discipline
• Previous work experience in Sales, Pre-Sales, R&D or customer support of technical products
• Plus: Experience with Position, Navigation, Timing and/or Simulation products
• Customer Relationship Management and familiarity with CRM tool (SalesForce)
• DOD Security clearance or eligibility for clearance
• Position is based in US, occasional travel (up to 20%) to visit customers, channel partners, and various company locations

Some of “the Good Stuff”:

• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
• Paid Time Off
• 401k Retirement Program with Employer Match
• Gym Membership Reimbursement
• Tuition Reimbursement Program
• Employee Career Development
• Flexible working arrangements
• Excellent culture

Job Type: Full-time

Pay: $80,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Relocation assistance
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Ankeny, IA 50023: Reliably commute or willing to relocate with an employer-provided relocation package (Required)

Experience:

• Customer Engineering Support: 2 years (Required)

Work Location: One location

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