Customer Service Engineer

Categories: Engineering

Location: Montreal, Canada

Job Information:

Advantech Wireless, an ISO 9001: 2008 certified corporation, is shaping the world with leading-edge wireless broadband communications. Since 1988, Advantech Wireless manufactures and deploys networking solutions for broadband connectivity, broadcast solutions and backhaul requirements using satellite and terrestrial wireless communications. Products include: Terrestrial Microwave Radios, Antenna Controllers, SSPA’s, Block-up Converters, Frequency Converters, Satellite Modems and VSAT / DVB-RCS Hub & Terminals.

Advantech Wireless is seeking dynamic candidates to fill the position of Customer Service Engineer. If you have a love for engineering and technology, working in a fast-paced engineering environment, troubleshooting in real-time and have the patience and ability to communicate with clients around the world, read on!

In this position, the incumbent will be responsible for all aspects of customer support from responding to customer service calls though debugging to after sales support and follow-up. The candidate will work through remote access to perform a diagnostic review of problems and provide intervention.

The Customer Service Engineer will be required to:

• Interface regularly with customers to ensure the proper functioning of Advantech’s equipment
• Identify possible equipment upgrades.
• Be responsible for maintaining a database of service calls and responses as well as provide written reports on major issues.
• Be responsible for leading numerous commercial projects related to the Advantech Gateway product line – from system level design to the completion of system configuration, debugging and Factory Acceptance Tests.
• Lead field integration and checkout testing of each system at the customer’s site.
• Act as a front line sales person on the customer’s site during field installation.
• Provide classroom and hands on training
• Provide after-sales support and follow-up.

When required, intervention will be performed on the customer site by pre-arranged travel. The incumbent must be open and available to travelling to foreign countries on an as-required basis. Note that this travel is world wide.

The requirements

• University degree in Engineering, Computer Science, or the equivalent
• 1 – 5 years experience with communications equipment and networking with specific knowledge in several satellite communications systems including IP networks, TDMA systems, RF systems, satellite antennas, routers, IP encapsulators, and management system.
• Excellent communication abilities (both oral & written).
• Strong interpersonal skills and be customer focused.
• Proven experience establishing and maintaining customer relationships
• Strong organizational skills are essential for this position
• Self starter with ability to work with a minimal supervision
• Demonstrated ability to manage difficult situations with clients demanding immediate attention
• The knowledge of foreign languages (Spanish, Portuguese, Chinese, Russian) is an asset
• Excellent knowledge of MS Office
• Ability to travel domestically and internationally
• Behavior demonstrating Advantech values: Integrity, Individual Respect, Professionalism, Commitment, Accountability, Passion for Improvement

We thank all those who apply but only short listed candidates will be contacted.   Advantech Wireless is an equal opportunity employer.

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