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Product Support, Sr. Specialist

Company: Insight Global
Location: Austin
Posted on: June 24, 2022

Job Description:

Position Responsibilities: Offer guidance and mentorship to other team members on product issues and department processes. Provide direction to ad-hoc working teams for special projects and urgent support requests. Act as a technical subject matter experts (SME) for primary program assignments, which includes, Serve as an escalation point and liaison to key internal/external customers, including Product Management, Program Management, Commercial, Engineering, and Service teams. Provide project teams with timing estimates for costing purposes Configure and stage equipment for industry tradeshows. Provide design recommendations for serviceability and usability Assist commercial team in evaluating potential sales opportunities from a technical service perspective, and provide support as needed. Support manufacturing teams in correcting technical issues identified during production. Supplement internal QA testing process with user acceptance and field readiness lab validation. Provide internal and external training sessions on product installation, operation, and support. Investigate escalated field issues. This includes initiating site visits, troubleshooting and documenting technical issues, capturing and analyzing log data, and developing resolution plans. Primary service stakeholder for New Product Development and sustaining efforts. Primary responsibilities include Identify new product dependencies and system integration requirements. The creation and execution of beta test plans during the field test phase. Overseeing the installation of beta test products at customer site locations. Evaluating Authorized Service Organization technical capabilities, and reporting findings to Regional Service Management team. Providing regular updates and reports on test findings and identified field issues. Issue test completion reports, summarizing finding and offering recommendations regarding production enablement readiness. Documentation Create service and support documentation for training requirements. Create scope of work documentation for warranty and service projects. Create draft service memos and communications.Create trip summary reports for field visits, and regular project and activity reports.Qualification Requirements: At least two years experience as a Product Integration Engineer I, or similar work experience in a related field. Bachelors or higher degree in a technical, engineering or related field preferred, or an equivalent combination of experience and education. Up to 25% travel requirement. Must be able to travel with short notice. Realistically - less than 25% Must possess a valid passport or be legally able to travel outside of the US. Some international travel may be required. Traveling to fueling sites/customer labs Must possess a valid drivers license and be legally able to drive. Must satisfy credit worthiness requirements to obtain a company-delegated expense card. Fluent English language skills, both verbal and written. Behavioral Requirements: Self-starter/self-motivated, manages own schedule in manner which yields best results Able to work in a high-paced and dynamic team environment. Resourceful. Excellent problem solver, with deductive reasoning and troubleshooting skills. Ability to effectively comprehend, analyze and present technical data.Ability to plan travel efficiently in terms of time and costs.

Keywords: Insight Global, Austin , Product Support, Sr. Specialist, Other , Austin, Texas

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