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Technical Support Engineer

Company: Anritsu
Location: Morgan Hill
Posted on: November 17, 2021

Job Description:

Anritsu Company is the United States subsidiary of Anritsu Corporation, a global provider of innovative communications test and measurement solutions for 120 years. Anritsu---s ---2020 VISION--- philosophy engages customers as true partners to help develop wireless, optical, microwave/RF, and digital instruments as well as operation support systems for R&D, manufacturing, installation, and maintenance applications. Anritsu also provides precision microwave/RF components, optical devices, and high-speed electrical devices for communication products and systems. The company develops advanced solutions for 5G, M2M, IoT, as well as other emerging and legacy wireline and wireless communication markets. With offices throughout the world, Anritsu has approximately 4,000 employees in over 90 countries. To learn more visit and follow Anritsu on Facebook, Google+ LinkedIn, Twitter, and YouTube. Anritsu is committed to providing a comprehensive and competitive benefits package to all employees. We offer standard benefits such as major medical, vision and dental coverage, life insurance, Employee Assistance Plan, Flexible Spending Accounts, a generous 401(k) Matching Plan, Tuition Reimbursement, and profit sharing. Our benefit package is designed to positively impact all aspects of your life; to help you and your family succeed; and to maintain our status as a ---perfect job.--- Come find out what Anritsu has to offer you! As a Technical Support Engineer based in Morgan Hill, CA you will have responsibility to support to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, and repairing complex microwave/RF/optical test and measurement equipment and components around the world. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Providing technical support may include travel to a service center or to the customer site as necessary. Responsible for generating and distributing information concerning customer service in the form of Service Notes. Receives and addresses failure complaints from customers requiring formal responses for root cause analysis and preventive/corrective actions. Identifies and defines kits for upgrades, option retrofits and service exchange assemblies. Responsible for generating price quotes for instrument upgrades, option retrofits and option removal. Develop service support plans for new products which include maintenance manuals, Field Engineer training, service exchange assemblies and pricing. Provides sustaining service engineering for the support life of a product which includes tracking product changes, compatibility issues, maintenance manual revision and ongoing Field Engineer training. Identify and help develop specialized test stations needed by service centers for the product support. May be involved in customer installation and training. Communicate lead information appropriately in support of sales. Key Responsibilities include:

  • Act as a post sales liaison between field offices and factory.
  • Acquire technical expertise on assigned products.
  • Provide timely telephone/e-mail support to field offices worldwide on technical problems and/or questions.
  • Follow-up on resolutions, which may include changes and enhancements to product functionality, design and documentation.
  • Author and distribute Service Notes to keep global field offices aware of service issues.
  • Participate in teams or projects designed to improve customer satisfaction and product reliability.
  • Exercise judgment on critical issues and communicating with management.
  • Determine pricing of services and service assemblies and periodically reviews to keep current.
  • Generate and review quotes for upgrades, option retrofits or product conversions in a timely fashion.
  • Monitor and contribute to new product development teams. Job Requirements:Requirements:
    • 4 year technical degree, preferably in Electronic Engineering.
    • Understanding--and demonstrating customer focused culture.
    • Strong--communication and customer relation skills including international business acumen.
    • Prior repair and support experience in the field of microwave/RF/optical test equipment.
    • Quickly addresses problems in a methodical and logical manner.
    • Skilled at interpersonal communications as part of problem solving.
    • Flexibility in responding to situations where standard procedures do not address or have failed in resolving issues.
    • Effective presentation skills.
    • Excellent written and verbal communication skills including developing training material, procedures, service notes and manuals.
    • Willingness to travel a few times a year.
    • Consideration of cost impact on decisions being made.
    • Knowledge of ISO17025 and metrology. In order to be successful in this role, the following competencies and behavior skills are required:
      • Critical and analytical thinking.
      • Tenacity in problem solving.
      • Strong--interpersonal relationship skills.
      • Attention to detail.
      • Able to prioritize work load under pressure.
      • Strong--organizational and multitasking skills a must.
      • Highly customer satisfaction oriented.
      • Positive attitude.

Keywords: Anritsu, Mountain View , Technical Support Engineer, Engineering , Morgan Hill, California

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