Product Support Engineer

12 month contract for a Product Support Engineer role with a leading client in Mossville, IL. APPLY NOW!!!!

Hours:

Flexible working hours: 8 hours/day, 07:00/08:00 to 15:30/16:30 with 30-minute lunch

Type:
Contract

Pay: $32-33.77/hour on w2

Length: 12 months

Screenings: no tech, full panel drug and background once hired

IV process: 2 rounds

+optional benefits, long term contract with ability to extend or convert to full time

• Years of experience: 3-5 years’ experience. ( no cap)
• Open to all degrees - including HS diploma BUT Master’s overqualified
• Working knowledge of Information Technology Service Management (ITSM) processes.
• Technical Troubleshooting:
  Working knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Previous ticketing or support environment experience
• Effective communications:
  The Product Service Engineer will be required to communicate with internal team members, external parties like (client name removed) dealers and service tool users.
• Cable Maintenance

• (bonus) VMWare Support & Image management

• Serves as an Electronic Service Tools Product expert / Service Technology Subject Matter Expert. Stay current with all digital products and applications.

• Manages cases to provide an appreciated, secure and effortless experience with customers, dealers, and internal (client name removed) for every interaction.

o Triage / Troubleshooting – also support to Concentrix agents

o Tactical – Timely resolution and follow-up with customer & dealers

o Issue identification – reports in all forms from customers, dealers, industry reps and subsidiaries.

o Issue investigation – basic triage, statistical analyses, basic testing and analysis of application failures, etc.

o Resolution of commitments – formally document issues and provide follow-up on the resolution process with dealers, customers and appropriate internal teams.

• Manages hand-ups/escalation paths in support of daily operations.

• Manages requests to the urgency defined by our service level agreements.

• Serves as the primary point of contact for Tier 1 for the lines of business the Digital /Prod Service Engineering supports.

• Supports continuous improvement efforts.

• Creates and updates self-service and Tier 1 support knowledge articles for digital products and applications.

• Analyze and develop new customer service rep training or customer self-service opportunities, based on improving customer experience, preventing lost sales, churn, and solving customer issues.

• Supports the development and maintenance of Business Rules

• Validate and create process maps

• Provides input to digital product and application support teams.

• Conducts occasional dealer and customer visits to personally provide expert technical assistance on urgent field issues for digital products and applications.

• OIP Support calls/tickets
• Remote Troubleshoot Support
• Internal (client name removed) ET licensing/Renewals
• Section PC/ECM support
• CWS Groups Access
• Dev Ops Access
• Section Website Admin
• ECM Rack Maintenance
• ECM FPS Registration
• Washing/Troubleshooting ECMs
• Cable Maintenance
• Pyflash Network Managers
• VMWare Support & Image management
• L1/L2 Knowledge Documentation
• (client name removed) Part Orders
• Dev Ops Transition Project
• Relay boards/software

• Occasionally you will consult with senior team members to identify the approach to handling challenging issues or requests.
• Often you will request clarification regarding missing or improper information from the application engineers.

• When the Product Support Engineer doesn’t immediately know how to resolve a user’s problem, they often work with application engineers and developers to resolve.
• The Product Support Engineer will provide technical support to team members such as developers and QA testers for their PCs and tools.
• Additionally, the Product Support Engineer will be involved in team and office improvement projects lead by one of the section project leads.