CONTRACT Systems Engineer (Australia-Melbourne) Ref#AB-TEK003903
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix’ Network Management Business enables the world’s largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world’s calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries.
Description
SUMMARY:
Provides customers and end users with product and technical support by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
- Responds to customer inquiries on the telephone, via email or the Customer support Database
- Provides after-hours support
- Travels to customer sites as necessary to provide direct product technical support.
- Handles customer problems in both production and non-production networks.
- Initiates requests for replacing defective components and tracks their status through delivery to the customer.
- Communicates with the customer and responds to requests for support in a timely manner, according to contractual SLAs and KPIs.
- Provides customers with periodic ongoing maintenance support, software upgrades, etc. as required.
- Communicates with product management, sustaining engineering and product management regarding software defects and follows up to ensure fixes are made and supplied to the customer.
- Completes, maintains and processes pertinent paperwork, CRM and records to track customer reported problems, enhancements and defective components.
- Collaborates with management, staff, customers and Technical Support staff to determine customer response priorities.
- Provides input for technical documentation in written or oral form, including procedures, examples and technical descriptions.
- Researches and studies subject matter and participate in meetings, seminars or training sessions to obtain a greater understanding of products and applications.
- Participates in the testing of new product releases as directed by supervisor.
- Assists in the training of junior members of the Technical Support team.
- Works closely as part of a team and also independently.
- Take ownership of issues and escalate as necessary to drive to conclusion
Qualifications
- Masters or Bachelor's degree from a college or university
- Strong working knowledge of LINUX and UNIX operating systems on an admin level. Working knowledge of Solaris is desirable
- Use computer applications packages such as MSWord, MSExel, MSPowerPoint, Outlook and MS Project
- Working knowledge and understanding of ORACLE/SQL
- Strong knowledge of multi-vendor telecommunications networks and analysis at the protocol level including SS7, GSM, GPRS, UMTS, VoIP
- Ability to diagnose complex faults in OSS networks with hardware, software and applications.
- Disciplined time management skills with the ability to manage multiple tasks and priorities.
- Strong customer facing skills with the ability to manage customer expectations and drive issues through to resolution in a timely manner.
- Ability to work both as an individual and as a member of a team.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Engineering
Primary Location: Asia Pacific-Australia-Victoria-Melbourne
Schedule: Full-time
OPCO Description
Thanks to our test, measurement and monitoring solutions, we're helping our customers bring advanced technologies to market. From consumer applications such as Mobile Protocol, CDMA 3G, to solutions for the medical and ATE markets - our work pervades everyday benefit. Tektronix’ Network Management Business enables the world’s largest network operators build, deploy and manage current and advanced communication networks, including fixed, mobile, IP and converged multi-service networks. These solutions monitor more than 30% of the world’s calls and their network diagnostic and performance monitoring solutions are installed in more than 100 carrier and cable networks in over 40 countries.
Description
SUMMARY:
Provides customers and end users with product and technical support by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned:
- Responds to customer inquiries on the telephone, via email or the Customer support Database
- Provides after-hours support
- Travels to customer sites as necessary to provide direct product technical support.
- Handles customer problems in both production and non-production networks.
- Initiates requests for replacing defective components and tracks their status through delivery to the customer.
- Communicates with the customer and responds to requests for support in a timely manner, according to contractual SLAs and KPIs.
- Provides customers with periodic ongoing maintenance support, software upgrades, etc. as required.
- Communicates with product management, sustaining engineering and product management regarding software defects and follows up to ensure fixes are made and supplied to the customer.
- Completes, maintains and processes pertinent paperwork, CRM and records to track customer reported problems, enhancements and defective components.
- Collaborates with management, staff, customers and Technical Support staff to determine customer response priorities.
- Provides input for technical documentation in written or oral form, including procedures, examples and technical descriptions.
- Researches and studies subject matter and participate in meetings, seminars or training sessions to obtain a greater understanding of products and applications.
- Participates in the testing of new product releases as directed by supervisor.
- Assists in the training of junior members of the Technical Support team.
- Works closely as part of a team and also independently.
- Take ownership of issues and escalate as necessary to drive to conclusion
Qualifications
- Masters or Bachelor's degree from a college or university
- Strong working knowledge of LINUX and UNIX operating systems on an admin level. Working knowledge of Solaris is desirable
- Use computer applications packages such as MSWord, MSExel, MSPowerPoint, Outlook and MS Project
- Working knowledge and understanding of ORACLE/SQL
- Strong knowledge of multi-vendor telecommunications networks and analysis at the protocol level including SS7, GSM, GPRS, UMTS, VoIP
- Ability to diagnose complex faults in OSS networks with hardware, software and applications.
- Disciplined time management skills with the ability to manage multiple tasks and priorities.
- Strong customer facing skills with the ability to manage customer expectations and drive issues through to resolution in a timely manner.
- Ability to work both as an individual and as a member of a team.
Danaher Overview
Danaher is a diversified technology leader that designs, manufactures, and markets innovative products and services to professional, medical, industrial, and commercial customers. Our portfolio of premier brands is among the most highly recognized in each of the markets we serve. Danaher’s portfolio is comprised of five reporting segments: Test & Measurement; Environmental; Life Sciences & Diagnostics; Dental; and Industrial Technologies. Driven by a foundation provided by the Danaher Business System, Danaher’s 48,000 associates serve customers in more than 125 countries and generated $13.2 billion of revenue in 2010.
Organization: Tektronix Communications
Job Function: Engineering
Primary Location: Asia Pacific-Australia-Victoria-Melbourne
Schedule: Full-time