Sr. Customer Support Engineer

TCI; California, Fremont (MO, CA); On-site; USD 105,000 - 123,000; Full time

Job summary

Join a forward-thinking company as a Sr. Customer Support Engineer, where you'll lead customer support processes using cutting-edge RF monitoring technology. This role involves providing technical solutions, conducting training, and collaborating with engineering teams to enhance customer satisfaction. With opportunities for both domestic and international travel, you'll be part of a diverse team dedicated to innovation and excellence. The company fosters a culture of inclusion and values diverse backgrounds, making it an exciting place to grow your career.

Benefits

Generous paid time off

Competitive health insurance

401(k) match

Educational assistance

Leadership development programs

Qualifications

• 5+ years of experience in Technical Support or Field Service of electronic equipment.
• Basic understanding of RF Communications Equipment and Testing Methodologies.

Responsibilities

• Provide technical problem solving and product application support to customers.
• Conduct training, demonstrations, and Factory Acceptance Testing for customers.

Skills

Technical Support

RF Solutions

Customer Service

Problem Solving

Presentation Skills

Project Management

Attention to Detail

Verbal & Written English

Education

BS Degree in Electrical Engineering

Business Degree with Technical Sales Background

Tools

MS Office

Oracle

Agile Software

Job description

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

As part of Detection and Measurement, TCI is a global leader in innovative spectrum monitoring and signals intelligence systems. With solutions to ensure the efficient use of frequencies, long distance communications, monitoring and security communications intelligence applications, we improve communications and protect military forces and infrastructure around the world.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As a Sr. Customer Support Engineer, you will lead discrete areas of the customer support process for our global customers using radio frequency (RF) monitoring technology. The ideal candidate will have experience with RF solutions in either a regulator or Military capacity..

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

• Provide technical problem solving and product application support to both external and internal customers.
• Conduct in plant and onsite training, demonstrations, and Factory Acceptance Testing (FAT) for customers.
  • Create and deliver technical training courses to new and existing customers. Technical training can be delivered on-site, at customer locations, or remotely.
  • Manage demonstration resources and conduct the setup, verification, shipping and execution of customer demonstrations in support of marketing activities.
  • Prepare, setup, manage, and execute on-site Factory Acceptance Testing, attended by customers.
• Support the International Field Engineer team with remote and onsite issues.
• Work collaboratively with onsite engineering teams to assist with fault diagnosis and test and verification of technical solutions.
• Oversee the Return Material Authorization (RMA) process to include:
  • Customer Support Portal administration
    • Drives the incident reports process to closure
  • Acts as single point of contact for RMA issuance and tracking
    • Serves as technical first responder; escalates as appropriate
  • Replacement/Repair Part coordination and tracking
    • Interfaces with suppliers and purchasing to repair or replace as required
    • TCI Spares inventory control & tracking

• Analyze customer requirements and provide technical solutions and related documentation to assist the business development staff in the sale of company products and systems

• Assist with Staging Area and 1500 testing during surge periods
• Works under deadlines and subject to heavy workloads
• Domestic and international travel up to 25% of the time, often with short notice.

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• BS Degree in Electrical engineering (or equivalent experience), business degree with technical sales and proposal background, or industry experience
• 5+ years of experience in Technical Support or Field Service of electronic equipment
• A basic understanding and working knowledge of:
  • Electrical / Electronic Testing Methodologies
  • RF Communications Equipment
  • PC Computer Systems and Networking (both Windows and Linux preferred)
  • Cable testing and termination (RF, Fiber, Ethernet, etc.)
• Must be a U.S. Person or Permanent Resident
• Possession of, or eligibility for, U.S. Government security clearance.
• Must possess superior customer service skills
• Must possess technical problem-solving skills
• Proven presentation skills for delivering training & demonstrations to customers
• Proven interpersonal skills for a small company environment
• Excellent verbal & written English skills, fluency in multiple languages is highly desirable.
• Ability to drive processes and manage customer issues to resolution
• Self-starter with the ability to work cross functionally to complete projects.
• Solid knowledge of MS office tools
• Highly accurate, strong attention to detail
• Good project management skills required

Preferred Knowledge, Skills, and Abilities

• Experience managing company customer service incident tracking portals
• Experience with ORACLE and AGILE Software

• Solid understanding of RF Monitoring systems would be beneficial.

Travel & Working Environment

Domestic and international travel up to 25% of the time, often with short notice.

Salary Range

We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates. As required by law in this state, the quoted salary range for this position is $105,000- $122,500 and represents our good faith estimate as to what our ideal candidates are likely to expect. We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate's experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. At SPX, it is not common for individuals to be hired at the higher end of the range, and compensation decisions depend on a variety of factors. This position is eligible to participate in a discretionary bonus, subject to the rules governing the plan. SPX offers a variety of benefits, including health benefits, 401K retirement with a company match, and flexible time off. More information about our benefits can be found on the "Rewards and Benefits" section of our career page.

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are. Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other. Whether you are an individual contributor or you lead a large team, each of us leads at SPX.

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

Our commitment to embrace diversity to build a culture of inclusion at SPX

We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day. We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.

SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.