Software Support Specialist

Opening for Software Systems Engineer to work in Surface Mount Technology domain.

Vacancy: 1

Summary of Duties:

The Software System Engineer will be responsible for delivering high quality technical support and customer satisfaction to our customers. By understanding the software and its functions, the ideal candidate will help identify and solve customer problems and provide general/advanced how to assistance by doing the following:

1. Facilitate resolution of complex technical problems in all areas of assigned products by collecting the necessary documentation or recreating in house, keeping the customer updated on the status of reported problems and ensuring CRM system is updated with current information on cases.

2. Visit customer sites to install, upgrade and troubleshoot software solutions.

3. Ensure the customer s satisfaction with their software purchases.

4. Write knowledge base documents that accurately describe solutions and workarounds to reported issues.

5. Provide customers with suggestions and methods of utilizing customer products to provide the business value they require.

6. Ensure software fixes resolve the customer s problem to their satisfaction. Work with development/support to insure their understanding of the customer s problem.

7. Analyze and create weekly reports for measuring team performance.

8. Work closely with other support staff, International departments, sales and services teams to ensure optimal customer satisfaction and business efficiency.

9. Other duties and projects as assigned by management.

Qualifications:

1. Bachelors or master s degree in computer science/electronics study.

2. 3- 10 years previous technical support experience.

3. Exposure or understanding of the SMT and Microelectronics industry.

4. Previous experience with Factory Solutions software or equivalent and detailed understanding of SMT and/or Factory Automation or Capital equipment.

5. Outstanding verbal and written communication skills.

6. Strong analytical and problem solving skills with a proven track record of managing complex technical issues.

7. Demonstrated team player with ability to learn complex technical material in an SMT environment preferably on an MES.

8. Excellent telephone and customer management skills.

9. Demonstrated high level of self-motivation with a strong desire to help customers solve their problems.

10. Demonstrated ability to maintain self-control while defusing stressful customer situations.

11. Demonstrated knowledge of MS Windows and server environments, networking protocols, security and firewalls.

12. Demonstrated knowledge of relational database concepts and SQL.

13. Demonstrated advanced knowledge of Red Hat/CentOS Linux and SQL Server/PostgreSQL.

14. Knowledge and experience with standard Windows desktop applications such as Word, Excel and PowerPoint.

15. Proficiency in CRM systems such as SAP, Siebel, SugarCRM or Clientele