What are the responsibilities and job description for the Product Support Engineer position at Trenton Systems?
Description
Position Summary:
Provides technical support and information on Trenton products and their expected performance in response to customer calls and inquiries, and other duties as assigned. ?Employee will strive to satisfy the needs of customers with on time delivery and continuous improvement in quality, products and services.
Responsibilities:
- Provide direct phone & e-mail support for Trenton customers & potential customers
- Record specific customer information for each technical support call using appropriate database
- Assist users in troubleshooting over the phone & via e-mail - providing expertise, along with BIOS & driver files to solve problems and reduce unnecessary RMAs
- Inform Technical Support Supervisor about anomalies that require Engineering investigation correction in manufacturing processing
- Under supervision of Technical Support Supervisor, configure systems to duplicate & troubleshoot customer problems
- May contact other manufacturers’ support departments to help uninformed/unskilled Trenton customers
- May support Engineering design and development efforts
- Attempt to identify improvements in efficiency in processes and improvements in services and products and provide input to continuous improvement team
- Identify and manage risk in products, processes, and environment?
Requirements
- Associates Degree or equivalent experience
- Minimum of 1 year experience in computer support environment or equivalent
- Thorough knowledge of personal computers and operating systems
- Familiar with standard PC peripherals such as com-ports, parallel ports, hard disk drives and controllers, video controllers, network interfaces, keyboard & mouse controllers - as well as associated cables, power supplies and backplanes
- Must be experienced with troubleshooting all aspects of PC operation - from problems turning on the initial display - to hardware & configuration-related aspects of system operation
- Will acquire thorough knowledge of all released Trenton Technology products, including capabilities and limitations
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