Technical Support Engineer

Position Summary

• The primary responsibility of this position is to provide technical support to [Company] personnel and customers for Logix family processors, I/O and programming software. In most cases, this support will be provided via telephone, email, online chat, technical notes and visits to customer locations.

Essential Functions:

• Investigate and verify reported product problems in software, firmware, hardware and documentation. Document the problem via the appropriate vehicle, work with appropriate group to resolve the problem, and follow up with the [Company] representative or customer when the problem is solved.
• Provide troubleshooting assistance for programming software and Logix family processor products to [Company] personnel, distributors, integrators, and customers. Be thoroughly knowledgeable in the operation of hardware and software of the Logix product line. In addition, a good working knowledge of other [Company] products and other manufacturer's equipment that interface with [Company] products is necessary.
• In some cases it may be necessary to be on call (carry a pager or cell phone) and to take calls outside the normal work week.
• Initiate, document, and follow-up on an action item or activity needed to resolve a problem being experienced by a customer. This may involve replacement assemblies, parts, software, firmware, service or application assistance, or Product Marketing or Engineering involvement.
• Review product documentation prior to release to ensure essential information is present, accurate, and understandable for integration, start-up, and serviceability. Write Technical Notes, Technical Bulletins, and other documentation to inform [Company] personnel, domestic or international, of solutions to commonly experienced problems, work arounds, installation practices that create problems, etc. to improve customer satisfaction and acceptance.
• Maintain current technical knowledge of [Company] products, associated equipment, and technologies by attending internal and external training classes, reading industry journals, establishing key contacts in Product Engineering and Marketing Department, and establishing contacts at vendors who not only supply product to us, but also vendors who interface with our products.
• Ensures thorough familiarity with company policies and procedures. Appropriately applies policies and procedures in compliance with government laws.
• Policies and procedures include, but not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the [Company] Information Network.