Technical Support Engineer- Health Products- LATAM Region
hace 7 días
Hoboken
Job Description Summary: The Technical Support Engineer (TSE) for the Essence North American Health business units will be responsible for establishing and utilizing strong technical support skills for various Essence products. The TSE will be accountable for providing technical support and delivering high-quality products via both internal lab testing, as well as exemplary external customer support for installation and ongoing support of new and existing fielded systems. The TSE must achieve and exceed assigned KPIs related to product quality testing, customer satisfaction, and scheduling. This position is located in New Jersey and is initially responsible for providing support for Personal Emergency Response System (PERS and mPERS) support for the Health and Wellness vertical. The TSE will be primarily responsible for the support and success of Essence customers in the LATAM region. Responsibilities, Qualifications, Knowledge, Physical Requirements, and Working Conditions are intended to be descriptive and not exhaustive. Any employee in this job may perform any of the tasks listed; however, these examples do not include all the TSE task expectations. Other products may be added to the required support list, and the company reserves the right to change tasks as needed. Primary Responsibilities (customer facing): • Troubleshoots equipment failures or malfunctions by telephone or on-site as directed with customers acting as an intermediary between customer and Essence development/test engineering or Suppliers to resolve system issues within established timing and escalation procedures., • Provides technical information and assistance to customers regarding products, new system installations, or changes and modifications to their existing systems., • Provides Technical presentations as required for customer and field services teams., • Develops and maintains action-item tracking list for resolving equipment performance and reliability issues., • Familiarity and expertise in each customer’s system configuration and components with the ability to troubleshoot and identify/repair any system issues that result in customer problems or downtime., • JIRA but tracking/logging and coordination of issues with internal engineering while keeping customer informed of status and timely resolution of issues., • Other Duties as assigned. Primary Responsibilities (internal): • Quality test engineering function interfacing with the internal Essence development and testing teams to ensure the readiness and stability of new releases before they are deployed to customers. This function serves as a gate for our external releases and includes: reviewing release documentation, conducting thorough testing, and providing feedback to ensure that new versions meet quality standards and are suitable for customer adoption., • Coordinates Field Change Notices, Upgrades, and RMAs between Essence team and customers., • Maintains communication regarding technical support activities through meetings, reports, and documentation as required working with senior team, sales managers, engineering, and customers on operational matters to ensure customer technical and installations expectations met., • Maintains schedules and records on all phases of customer activities and generates reports in order to provide insight into the resolution of customer and supplier issues., • Attend Industry Association events and Customer trade shows as requested. Act as a representative of the company, showcasing technical expertise, providing product demonstrations, addressing customer inquiries, and building relationships with industry professionals. Effectively communicate the value and capabilities of the organization's products and services, contributing to brand visibility and fostering potential business opportunities. Maintains professional and ethical behavior at all times., • Achieve and constantly exceed KPI’s for self and team (e.g. product quality, installation schedule, etc), • Other Duties as assigned. Qualifications: • Requires Bachelor's degree in technical discipline and 2 years related experience server maintenance, networking, or health fields; Or Associates degree and 4 years related experience; Or, 8+ years of related experience., • Minimum 2 years supporting customers via phone and in-person with complex technical issues., • Mobile/cellular telecommunications and health-care equipment troubleshooting experience strongly encouraged., • Computer literacy required, including intermediate or advanced skills in Microsoft applications (i.e. Excel, Word, PPT, etc.)., • Positive attitude, self-motivated and eager to succeed., • As this position focuses on LATAM region, other requirements include: English/Spanish speaker, understanding of the region and culture, ability and willingness to travel to LATAM countries. Knowledge, Skills and Abilities: • Test plan design and associated knowledge of debugging tools and procedures to troubleshoot issues relating to server, networking, web portal, and related systems and equipment., • Install, setup and configure of server software and dashboard application system components including Operating System and Browser Support., • Setup and configuration of hardware via cables and/or remote systems via web portals and management systems providing end-to-end verification of system readiness for customer commercial launch., • Some knowledge of Routing and Networking Features (Virtual Private Network (VPN), vLAN, Network Attached Storage (NAS), IPSec VPN/Open SSL VPN)., • Strong organizational and verbal/written (English and Spanish) communication skills with co-workers, customers, and suppliers., • Proven ability to set project priorities, goals and objectives for self with ability to multi-task and meet deadlines with strong attention to detail and work under pressure., • Strong time management and prioritization skills by using logic and reasoning to identify problems and solutions., • Possess the ability to work effectively in both team and self-driven environments, fostering collaboration while demonstrating self-motivation and autonomy in tasks., • Experience with global organizations and customers. Physical Requirements: Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions. • Job duties are often performed in confined areas in a lab environment, in awkward positions and/or in high places., • Job duties may be performed in customer lab environments. All duties must be performed with professionalism at all times., • Mechanical aptitude, manual dexterity, and ability to lift/carry objects up to 35 pounds is required. May require bending/stooping/crawling/climbing. May require the use of Personal Protection equipment and proper industry safety procedures when working with one or more dangerous element or conditions such as electric currents or high voltage, moving mechanical parts, etc., • Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl., • Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard. Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Must be comfortable working in an office or lab environment to include moderate noise levels, reasonable lighting and controlled temperatures., • Sufficient personal mobility and physical reflexes which permits the employee to work in an office or lab setting., • Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation., • Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation., • Ability to travel 20%-75% of the time as required with occasional overnight travel domestically or internationally to Essence sites, training facilities and customer locations.Company DescriptionEssence is a global technology leader that for over a quarter of a century offering products to worldwide dealers and distributors. We design and create the most innovative, cloud based, end-to-end security and healthcare solutions for professionals and end-users in order to help them do one thing - enjoy more peace of mind addressing mankind's need for security, safety, and care for our loved ones.Essence is a global technology leader that for over a quarter of a century offering products to worldwide dealers and distributors. We design and create the most innovative, cloud based, end-to-end security and healthcare solutions for professionals and end-users in order to help them do one thing - enjoy more peace of mind addressing mankind's need for security, safety, and care for our loved ones.