Engineer Ii-technical Support

4 days ago

Wellington City, 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

  • Electrical Engineer Ii

    4 days ago

    Auckland City, New Zealand Rocket Lab Full time

    On site gym - Free parking - Subsidised lunches **About Rocket Lab** Rocket Lab is the global leader in small satellite launch. Our mission is to open access to space to improve life on Earth. There are endless possibilities for what we can achieve with better access to space, and that access is now a reality thanks to Rocket Lab. Collaboration is at our...

  • Network Support Engineer

    6 months ago

    Auckland City, New Zealand f5 Full time

    Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. Role Overview: The Network Support Engineer II (NSE II) is a seasoned and experienced Enterprise Support professional who provides remote...

  • Development Engineer Ii

    7 months ago

    Mount Wellington, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • Machine Learning Engineer Ii

    3 months ago

    Auckland City, New Zealand Clover Health Full time

    Clover is reinventing healthcare by working to keep people healthier._ We value diversity — in backgrounds and in experiences. Healthcare is a universal concern, and we need people from all backgrounds and swaths of life to help build the future of healthcare. Clover's engineering team is empathetic, caring, and supportive. We are deliberate and...

  • Integrated Operations Engineer Ii

    3 weeks ago

    Auckland City, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • Development Engineer Ii

    3 months ago

    Mount Wellington, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • Integrated Operations Engineer Ii

    2 months ago

    Auckland City, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • C++ Software Engineer Ii

    7 days ago

    Auckland City, New Zealand Rocket Lab USA Full time

    **Rocket Lab** Rocket Lab is a vertically integrated provider of small launch services, satellites, and spacecraft components. Our mission is to open access to space to improve life on Earth. Our team is over 1,300 people strong and we're adding to it every week. Collaboration is at our core - every idea is heard, and everyone makes a difference. Teams are...

  • Medical Writer Ii

    6 months ago

    Auckland City, New Zealand Icon plc Full time

    Opening: Medical Writer II (New Zealand) Global Medical Communications Position is remote based in New Zealand ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and...

  • Systems Engineer Ii

    7 months ago

    Auckland City, New Zealand NPDL Full time

    Company Description Neptune Pacific Direct Line (NPDL) is experiencing a period of significant transformation. Formed in 2020, Neptune Pacific Line acquired Pacific Direct Line, bringing together two of the South Pacific’s top shipping and logistics companies to support the full supply chain of our customers in the region. NPDL is part of The Wonderful...

  • Engineer Ii

    2 days ago

    Auckland City, New Zealand Rocket Lab Full time

    Employee Share option program - Access to world leading experts to develop your career - The opportunity to work on innovative and ground breaking technology **About Rocket Lab** Rocket Lab is the global leader in small satellite launch. Our mission is to open access to space to improve life on Earth. There are endless possibilities for what we can achieve...

  • Software Engineer Ii

    7 months ago

    Mount Wellington, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • Vehicle Design Engineer Ii

    2 days ago

    Auckland City, New Zealand Rocket Lab Full time

    Employee Share option program - Access to world leading experts to develop your career - The opportunity to work on innovative and ground breaking technology **About Rocket Lab** Rocket Lab is the global leader in small satellite launch. Our mission is to open access to space to improve life on Earth. There are endless possibilities for what we can achieve...

  • Propulsion Test and Operations Engineer Ii

    2 months ago

    Mount Wellington, New Zealand Rocket Lab USA Full time

    **ABOUT ROCKET LAB** Rocket Lab is a global leader in launch and space systems. The rockets and satellites we build and launch enable some of the most ambitious and vital space missions globally, supporting scientific exploration, Earth observation and missions to combat climate change, national security, and exciting new technology demonstrations. Our...

  • Technical Support Engineer

    3 days ago

    Wellington City, New Zealand HAYS Full time

    Permanent technical support engineer for Porirua based IT service provider. **Your new company** *** This well established Porirua based IT services provider supports a wide range of businesses within the greater Wellington area. They specialise in providing expertise in cloud computing, VOIP solutions, and ongoing IT support. **Your new role** *** **What...

  • Maintenance Services Technician Ii

    5 months ago

    Auckland City, New Zealand Panasonic Corporation Full time

    Overview: **Maintenance Services Technician II**: Responsibilities: **Panasonic Avionics Corporation (PAC)** is headquartered in California, with offices and regional centers in Dubai, Hong Kong, Singapore, Japan, Europe and UK; system production facilities in Osaka; as well as field service, maintenance and sales facilities worldwide. **MAINTENANCE...

  • Cloud Support Engineer

    7 months ago

    Auckland City, New Zealand Amazon Web Services New Zealand Limited - C96 Full time

    The Deployment role supports our services that focus on DevOps technologies, including automation, continuous integration and configuration management. - Knowledge/experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange) - Knowledge/experience with...

  • Technical Support Engineer

    7 months ago

    Auckland City, New Zealand Red Hat Software Full time

    About the job: The Red Hat Enhanced Solution Support (ESS) team is looking for a Technical Support Engineer to join us in New Zealand. In this role, you will troubleshoot and resolve customer technical issues through a web portal and over the phone to provide production technical support for hybrid cloud solutions, mainly Red Hat OpenShift Container...

  • Technical Support Services Engineer

    4 months ago

    Wellington City, New Zealand New Zealand Government Full time

    The Ministry acts in the world to build a safer, more prosperous and more sustainable future for New Zealanders. Kia hangai ake e te Manatu he ao-haumaru, ao-tonui, ao-pumau, ki te oranga tonutanga mo Aotearoa whanui. - Specialist, rotational role providing hardware and security support to Ministry global sites - Collaborative and highly motivated team -...

  • Technical Support Engineer

    7 months ago

    Auckland City, New Zealand Temperzone Full time

    Company Description NZ owned and operated, Temperzone is a leading manufacturer, distributor of innovative air conditioning and ventilation products throughout Australasia, Southeast Asia, and China. We are also the exclusive distributor of Hitachi Cooling & Heating products within Australia and New Zealand. We have evolved through an ongoing commitment to...