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Engineer Ii-technical Support

3 months ago

Wellington, Wellington, New Zealand Microchip Technology Full time

Are you looking for a unique opportunity to be a part of something great? Want to join a 20,000-member team that works on the technology that powers the world around us? Looking for an atmosphere of trust, empowerment, respect, diversity, and communication? How about an opportunity to own a piece of a multi-billion dollar (with a B) global organization? We offer all that and more at Microchip Technology, Inc.

People come to work at Microchip because we help design the technology that runs the world. They stay because our culture supports their growth and stability. They are challenged and driven by an incredible array of products and solutions with unlimited career potential. Microchip's nationally-recognized Leadership Passage Programs support career growth where we proudly enroll over a thousand people annually. We take pride in our commitment to employee development, values-based decision making, and strong sense of community, driven by our

Vision, Mission, and 11 Guiding Values

; we affectionately refer to it as the
_Aggregate System_ and it's won us countless awards for diversity and workplace excellence.

Our company is built by dedicated team players who love to challenge the status quo; we did not achieve record revenue and over

30 years of quarterly profitability

without a great team dedicated to empowering innovation. People like you.

Visit our

careers

page to see what exciting opportunities and company

perks

await

Job Description:

Overview


The Engineer II-Technical Support is responsible for first line support to all Tekron Customers and provides technical assistance to the sales team.

The Engineer II-Technical Support ensures that all customer support cases (including RMA's) are promptly responded to and resolved in the soonest possible time.

The Engineer II-Technical Support works on all support cases and RMA's initially carrying out the analysis and testing to repeat or confirm the problem.

If further work, testing or development is required by the Development team then this is quantified and documented and passed to that team to complete.

At all times the Engineer II-Technical Support needs to understand the progress of all open cases and keep the customer and sales team informed.


Documentation and recording of every customer support case must be done by the end of the same day of the event and reporting needs to accurately reflect the status of any open RMA or support case.

This role is crucial for understanding the field performance of Tekron products.

Hence, the Engineer II-Technical Support is key in giving Tekron a high-level view of the product performance and quality standing.


Job Responsibilities- Own, govern, maintain, and improve the Tekron Customer Support Process and RMA Process and make sure that all staff at Tekron engage with and understand the process.- Develop Knowledge Articles for customer support cases and ensure they undergo appropriate review prior to publishing with Marketing.- Ensure that the latest revision of the Warranty Statement is visible and synchronized among the different Tekron publications and media.- Provide feedback on this as cases develop and issues arise.- Develop a plan for a warranty database to encourage customers to register their products so the end customers are tracked by Tekron.

- Provide ideas to Tekron Management on the way Tekron can reduce costs of the existing warranty- Provide technical assistance to the sales team to support their tenders or bids and provide written documents to support the understanding of our products to the VAR or Partners- Manage First Line Customer Support:

  • Actively manage all the support cases coming in and add them to the database with accurate information on the same day.-
  • Gather all the required information from the customer about the problem so that it can be easily understood or recreated.-
  • Spend up to 1 hour analyzing each problem. If it can not be recreated then work with the customer to do this. Resolution effort can not start until we can recreate the problem confidently at Tekron.-
  • Keeping the support case up to date in the support platform and provide detail so that future cases can be referred to and used to make the process more efficient.-
  • Producing a report at the resolution of the support case.-
  • Managing the Development Team to bring the case to resolution if is passed for 2nd Line support.-
  • Maintaining contact with the customer through-out the life span of the support case.-
  • Initiating the defect management process when a defect arises.-
  • Provide quotes for the repair of customer units and issuing of RMA notifications.-
  • Managing the RMA diagnosis.-
  • Quoting the customer on the cost of the RMA repair and liaising with sales so that work is agreed to before we do it.-
  • Assist Marketing on customer-related matters, technical documentation and updating website content.
  • Liaise with Sales and Administration on logistics for RMA cases
  • Perform periodic Cust