Engineer, Global Tech Support
CommScope Inc.
Bangalore, KA, IN
3d ago

Everyone communicates. It’s the essenceof the human experience. How we communicate is evolving.Technology is reshaping the way we live, learn and thrive.

Theepicenter of this transformation is the network ourpassion.

Our experts are rethinking the purpose, roleand usage of networks to help our customersincrease bandwidth, expand capacity, enhanceefficiency, speed deployment and simplify migration.

From remote cell sites to massive sports arenas,from

busy airports to state-of-the-art data centers weprovide the essential expertise and vital infrastructure yourbusiness needs to succeed.

The world’s most advanced networksrely on CommScope connectivity

PositionTitle : Engineer, Global TechSupport

GeneralSummary :

The DCCS (Distributed Coverage and CapacitySolutions) technical support engineer will provide technicalservices, product support and assistance for DCCS’s internal andexternal customers during and post network deployment.

Supportcould be remote, on-site and via the phone. The technical supportengineer will work with DCCS R&D, Quality and engineeringteams to improve product reliability and supportability based onfield performance and learnings from the field.

This position will be reporting into Richardson, TXin the US.

Duties& Responsibilities :

  • Provide technical support to DCCS internal (sales, projectmanagers, business development and engineering) and externalcustomers (DAS VARs, distributors, partners, operators and OEMs).
  • Own end to end issue resolution with 100% quality andurgency. Work to meet or beat DCCS scorecard performancetargets and customer SLAs.

  • Primaryfocus will be the OneCell product family, includingDMS.
  • Assist customers withinstallations and upgrades. Provide on-site support for highlyvisible projects, when needed, to troubleshoot issues which can’tbe addressed remotely.
  • Work withcustomers to isolate equipment failures in the field. Isolate thedefect, and assist customer to request replacement / repairs offailed equipment.
  • Use Omnitracker toolto submit, update, track resolution of customer issues, create adocumented closed loop for each customerissue / compliant.
  • Work closely withR&D and PLM prior to new products or software becominggenerally available and pre-test software and products in thetechnical support lab be an extension of R&D engineeringand test teams.
  • Work withquality to open Z1 notifications for wide spread or frequentissues. Collaborate with quality, manufacturing, PLM andR&D / Sustaining in RCAanalysis.
  • Participate in theDCCS customer helpline pool to answer customer questions or resolvecustomer issues in real time.
  • Be acustomer advocate and work with R&D and quality to improvecustomer experience and ease of use for DCCS products. Providefeedback on usability and robustness improvements.
  • Openproducts tickets with PLM and R&D / Sustaining includingproposed solutions.

  • Turn everycustomer contact into a positive experience for the customer bymeeting and beating customer’s supportexpectations.
  • Works with the technicalwriters so that customer delivered documents are of highest qualityand ease to use. Be key reviewers of all customer deliverabledocuments from PLM, design and technicalwriters.
  • Up to 20% internationaltravel
  • RELATED EDUCATION& EXPERIENCE :

    Bachelor’s in relatedcurriculum such as Computer Science, Electronics &Communication, Information Science etc w / 5-8 Years of Relatedtechnicalexperience

    SKILLSREQUIRED

    Include demonstrated competencies and physical,mental, & interpersonal skills.

  • Engineer with focus on communications technology and networktechnology. Networking experience, Wireless macro networks andCISCO certifications an assert.
  • Provenrecord of technical learning ability. In depth knowledge ofWireless technologies and familiar with latest and upcomingWireless trends.
  • Demonstratedtechnical skills and ability to learn on the fly. Excellenttechnical trouble shooting skills needed.
  • Functional / Technical skills and ability to work withambiguity.
  • Customer relations areessential meeting and beating customer needs andexpectations.
  • Ability to work incross-functional teams (technical support, R&D,quality).
  • Excellent verbal and writtencommunication skills, and ability to deal with customers withvaried background.
  • Team player andenjoy working in an internationalenvironment
  • Ability to addressquestions / complaints with tact andproficiency
  • Commscope is an EqualOpportunityEmployer.

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