Technical Support Eng 4 Job in Santa Clara (California, USA, United States)

Req # 8655
Work Location CA - Santa Clara
Position Type CS - Customer Service
Years of Experience 6 years
Education Bachelors Degree
Travel Percentage
11-25%

Shift
1st Shift

Position Overview
Individual will be responsible for providing technical support on Tellabs 9000 (WiChorus) products and becoming a primary focal point for customer problems and issues. This individual will resolve field issues and troubleshoot technical problems; accept ownership of customer issues by becoming the point of contact between specific accounts and Tellabs; interface with multiple internal Tellabs departments to resolve issues; generate action plans and develop written procedures for Field Engineers and customers; reproduce technical problems on lab systems; become skilled in the use of test equipment; document field problems in the Case Tracking System. Problem Schedules vary by week, month, and quarter, so the engineer must be able to adapt to potentially stressful and unexpected changes in work patterns. Projects often require working different shifts, extended shifts, and responding to pager requests 7 days a week, 24 hours. Engineer will participate in rotational pager schedules for off hour support; standard hours will be 8 a.m. - 5 p.m.; must be available to work a limited schedule of weekend rotation; be available for domestic or international travel up to 25% per year.
Qualifications
6-10 years' field or product experience required. Individual should have strong customer service skills, required to provide accurate diagnostic and troubleshooting both via phone and on-site; must be a self-starter with knowledge of Wimax or related products, including operation, maintenance, and applications; a solid understanding of telecommunications networks; excellent data collection, analytical, troubleshooting, verbal and written communication skills. Some Project Management Skills are desirable.
BSEE, BSEET preferred, 2 yr. technical degree or equivalent experience.