Job Responsibilities

Primary responsibilities

As a member of Support Services, work with the global support team to provide customers and end users with product and technical support by performing the following duties:

Respond to incoming Service Requests from customers, sales engineers and sales team via online portals/applications, email and telephone. Analyse reported problems, replicating and demonstrating them if needed, using appropriate dedicated support equipment. Suggest, prepare and deliver solutions to customers for both hardware and software problems. Liaise with software/hardware engineers to analyse and resolve complex customer issues and to report identified hardware or software design flaws. Complete and maintain records of customer issues, product defects, etc. using Spirent’s CRM tools (Salesforce/Jira). Assist Professional Services (PS) team with delivery of PS engagements if required. On-site installation and technical support for Spirent customers when required. Provide level 1 hardware repair and calibration services for positioning, navigation and timing customers.

Other responsibilities

Assist in distribution of software and hardware upgrades to customers. Perform calibrations/integrations at customer sites on key product range when required. Generate special test scenarios from customer requests. Maintain literature available through the support website

Job Requirements

Essential Requirements:

Education / Experience

Minimum of BEng or HND in appropriate Engineering discipline. Demonstrable related experience in a high technology organisation. Understanding of satellite navigation concepts. Direct experience providing technical customer support. Good communication and presentation skills. Direct and recent experience using standard RF and other test equipment such as: Power Meters Spectrum analysers Frequency counters Oscilloscopes Proven problem-solving abilities. Flexible and dedicated approach. Must be able to work in a fast-paced environment and effectively manage multiple priorities. Willingness to travel within Europe and occasionally further afield, up to 20% of the time. Ability to read, analyse, and interpret technical manuals, RFCs, national and international standards, general business periodicals, professional journals, technical procedures, or regulations. Ability to write reports and business correspondence, effectively present information and respond to questions from managers, clients, customers, and the employees of the company.

Behavioral Competencies:

Actively pursue value from collaboration. Seek and use feedback to develop and improve. Take ownership and responsibility of work activities. Identify and implement/communicate opportunities for change. Inspire, enable and empower those that you come in to contact with.

Desirable:

Experience with the Linux OS. Experience with tools such as Salesforce and Jira.