Harris Stratex: Technical Support Engineer II

Harris Stratex Networks is the largest independent supplier of wireless transmission systems in the world.

Position Summary:

• Provide customer service telephone support to resellers and end users as well as general assistance such as order status, deliver, etc.
• Assist customers & resellers in performing telephone and on-site troubleshooting assistance required.
• Elevate critical customer service issues to local and TAC management.
• Receive miscellaneous sales and R&R orders from resellers/customers and review all order for accuracy and submission to factory.
• Facilitate replacement of defective modules from customers through coordination wit factory.
• Maintain database n incountry customer that includes purchased equipment nd service history.
• May provide hands-on customer training on installed equipment as required.
• Distribute service bulletins and marketing bulletins to customers.
• Performs pre-emptive calls and visits and audits dealers/customers support capabilities
• Records customer support activities in available CRM database application.
• Manages sub-contractor field activities and acts as Tier II.
• Improves the service quality by observing service support quality and customer service standards; analyzing quality and customer service problems; identifying trends; recommending system and process improvements.
• Ensures the quality of service (QoS) commitments in the Maintenance Level Agreement (MLA) is met.

Education: Associates Degree or Equivalent

Click here to apply online