What are the responsibilities and job description for the Advanced Technical Specialist position at DIGITAL MONITORING PRODUCTS?
The Advanced Technical Specialist is responsible for leading and investigating Escalated Customer Issues and Expedited Response Issues reported from the field. This position also focuses on the hands-on testing and assessment of DMP electronic security, fire and access control products.
Qualifications:
- Has at least 2 years' experience testing/troubleshooting DMP electronic security products.
- Advanced knowledge of DMP Software and Hardware Solutions.
- Possesses creative and independent thinking skills.
- Ability to identify and resolve hardware and software malfunctions and operational problems.
Responsibilities:
- Investigates and troubleshoots Escalated Customer Issues reported by Technical Support.
- Contacts customers to gather facts about incorrect product behavior.
- Identifies critical customer issues and escalates as needed while following the escalation process.
- Conducts in-depth testing on DMP software
- Travels with Engineering resources to Escalated Customer Issue sites as needed.
- Assigns resources to help troubleshoot Escalated Customer Issues as necessary.
- Reports daily status of Escalated Customer Issues to the Software QA Manager.
- Creates, tracks, and updates Escalated Customer Issues using bug tracking software.
- Consults on Software QA Projects as required.