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Customer Engineer

Company: IPC Systems, Inc.
Location: Fairfield
Posted on: January 15, 2022

Job Description:

The Customer Engineer will possess broad knowledge of IP Telephony and TCP/IP Networking, with tangible experience providing technical support for multiple products with diverse complexity. The Customer Engineer is the principal Engineering contact responsible for oversight on all technical configuration guidelines and product interdependencies for a given account. The person fulfilling this role will also provide strategic Engineering direction and collaboration with R&D, Sales and Pre-Sales Engineering on unique Customer Solutions. The person in this role will be the customer's primary IPC Engineering contact for customer Problem Management and product defect concerns.Several key factors and tangible experience are essential to the success of the person fulfilling this role (as described in the section entitled 'desirable experience'). We require initiative, conceptual and applied intelligence, and a can do attitude that is not only focused on constant self-improvement, but also actively participates in a work environment where every employee is encouraged to challenge, identify, and ultimately lead improvements to the status quo.
Job Responsibilities:

  • Ensure customer is made aware of known product risks; ensure IPC is made aware of customer dependencies on product defects.
  • Research customer originated questions regarding product interactions, internal design and performance capabilities.
  • Provide updates to customer, management and peers; keeping them informed of activities and progress on the designated account.
  • Ensure expectations are properly set with the customer, management and other stakeholders as it relates to R&D deliverables.
  • Develop technical configurations and customer enterprise network interdependencies.
  • Develop and/or assists the customer in creating detailed lab certification plans for the IPC products.
  • Effectively handle escalations and engage proper cross-functional teams and management as necessary.
  • Collaborate with the Tier 3 & 4 teams on any positively triaged issues that require resolution.
  • Attends and supports Sales strategy meetings for designated account.
  • Take leadership role in high-risk operations or assist the project definition for complex projects for assigned account. Attend customer sites during major cutover, installation or testing activities.
  • Regularly seek knowledge transfer from the Customer Engineering team and R&D on new product
  • Regularly seek knowledge transfer on key defect resolutions from Customer Engineering and Global Support Services.
  • Lead the customer engineering organization through any high severity product issues that may impact the customer environment.
  • Assist customer engineering with the development and maintenance of supplemental workflows, processes and procedures as they pertain to the designated account.
  • Maintain all documentation on Sharepoint/Confluence for internal reference.
    Required Work Experience:
    • Extensive years of technology experience in telecommunications, networking and/or financial applications. Experience with in the following technologies and methodologies is strongly preferred:
    • ITIL v3
    • Cisco Certified Network Professional
    • IP Telephony & CTI Applications
    • SIP, RedHat Linux, Voice Trading Systems
      • Quick learner of new technology and products.
      • Broad experience with voice network technologies and relevant training and certifications.
      • Can communicate clearly and excellently with a wide variety of people / functions and in a wide variety of formats (verbally, in writing, drawings/presentations, etc.).
      • Must be able to prepare briefings for executive presentations, both internal to IPC as well as external to customers.
      • Strong affinity for customer service.
      • Must effectively handle multiple streams of work and work independently, excellent organization skills, capable of working with minimal direction, should be a self-starter, diligent and details oriented.
      • Excellent technical/troubleshooting skills, able to use standard tools and integrate a variety of technical information and understand large complex systems.
      • Maintains high quality standards and ensures that customer inquiries and requests are responded to in a timely manner.
      • Has the ability to identify and recommend process enhancements to existing support organization policy and procedures. Education: Degree in Computer and Network Technology or Degree in Computer Science or Similar equivalent is desirable but not essential.

Keywords: IPC Systems, Inc., Fairfield , Customer Engineer, Engineering , Fairfield, Connecticut

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