Product Support Engineer at Tampa in Tampa, Florida

Job Description:

Trace Systems

Trace Systems is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.


Product Support Engineer

US-FL-Tampa

Job ID: 2021-4428
Type: Regular Full-Time
# of Openings: 1
Category: Engineering
Tampa, FL (5680)

Overview

Job Title: Product Support Engineer

Job Location: Tampa, FL

Security Clearance: Must have the ability to obtain and maintain a US Government issued security clearance

Due to the nature of the work and US Government required, US Citizenship is required.

Responsibilities

Trace Systems is actively recruiting for a Product Support Engineer to join the team based in Tampa, FL. The Product Support Engineer provides effective support for complex integrated products developed by Trace Systems. This role will be responsible for testing and providing technical troubleshooting for product operation. Primary responsibilities include creating a product support plans & systems, and ensure delivery of both proactive maintenance and responsive customer support. The Product support engineer provide & coordinates telephone and online support, in addition to in-person training when needed. Additionally, support system deployments, ensure product quality, overview the security and integrity of the product and create detailed product reports.

Primary Responsibilities

• Perform and manage performance of remote and on-site customer engagements, analyze and resolve customer concerns and problems, diagnose the root cause, and document interactions.
• Ensure rapid and complete response to problems relating to product operation and sustainment. Pro-actively identify, evaluate and resolve potential problem areas.
• Provide on-call and ongoing troubleshooting, technical, and hardware/software advice and continual customer experience process improvement.
• Establish efficient methods for supporting remote and local upgrades, installations, and maintenance.
• Conduct trainings and create documentation for other engineers, users, and other audiences.
• Provide technical leadership on systems and equipment associated with the Product Services engagements.
• Assist in planning, scheduling, and performance of tasks associated with equipment removal, installation, modification, test, operation and maintenance.
• Represent Trace Systems on projects, special investigations, etc., in conjunction with M-DRIVE operations, associate contractors, and other government organizations.
• Participates in the planning of technical approaches, resources, schedule, budget and equipment required for testing and evaluating new systems, products and special device integrations
• Executes the test approach and documents system verification throughout the engineering development lifecycle
• Generate system test work products by applying the appropriate standards, processes, procedures and tools
• Prepares test and diagnostic programs, designs test fixtures and equipment, and completes specifications and procedures for new products
• Assists with the design, development and implementation of cost-effective methods of testing and troubleshooting of hardware, software and systems for all phases of product development and manufacturing
• Supports the generation of technical engineering products by using the appropriate standards, processes, procedures, and tools throughout the system development life cycle
• Researches and analyzes data, such as customer design proposals, specifications and manuals to determine feasibility of design or application
• May provide leadership and/or direction to supporting employees
• Has some latitude in technical objectives of assignments, works under limited direction
• May lead technical tasks for small teams or projects
• Assist engineering support proposals
• Involved and accountable for the successful completion of major programs and projects
• Effective communication with project teams across the company, external customers and vendors
• Recognized internally and/or externally as a subject matter expert (SME) in integrated technical areas
• Ability to travel for short periods of time to address customer requirements
• Administer ticketing system queue to track support issues
• Willing and available for on-call support after-hours
• Other duties as assigned

Qualifications

The Product support engineer applies advanced problem-solving skills and attention to detail. They must have extensive knowledge of company products, be able to work in a fast-paced environment and be able to adapt to changes in product requirements. Additionally, they must have excellent interpersonal skills and work well in a team environment with other engineers. They must be able to coordinate and manage the matrixed product support staff effectively.

• Position requires a current DoD 8570 IAT Level II certification

• Must have the ability to obtain and maintain a US Government issued security clearance

• Due to the nature of the work and US Government required, US Citizenship is required.

• Instill commitment to quality, customer service, ownership, and teamwork
• Must be proficient in use and understanding of test engineering concepts, principles, and theories
• Proficient in Microsoft Office applications, written and verbal communications skills
• Skilled in communicating issues, impacts, and corrective actions
• Must have the ability to clearly report information relevant to sound test engineering
• Proficient in promoting concepts and ideas to a diverse audience
• Communicate accurate and useful status reports to management on a timely basis
• Effectively communicate with customers, help desk support personnel and senior technicians
• Forecast and recommend infrastructure and system application improvements
• Team player who thrives in collaborative environments and revels in team success, meeting and exceeding personal and team commitment

PI133872352

Salary:

$75,000.00

Apply Now