Engineer Product Support Sr.

Purpose:
Job ID: 54311

Department Description: Position will report into Central Support services organization. This organization provides customer technical support for Motorola Connected Homes retail products. These products include cable broadband based set top boxes, cable modems and gateways in addition to cordless phones and other communications related products. The department’s additional responsibilities include executing and managing the customer support processes through out the product life cycle.

Responsibilities/Expectations: Develop and maintain TL9000 and M-Gates-based support processes, procedures and metrics. This is part of a larger Connected Home initiative to bring our business inline with these important quality standards. (30%)

Analyze technical support cases and resolutions, and develop reporting process to feed information back to product team for issue resolution and future product changes. (30%)

Establish standard processes for interfacing with customers and service suppliers to solve escalated technical issues and answer questions for support on market released products. Lead weekly meetings with suppliers and key support personnel to review consumer/commercial technical problems, identify trends from technical support call centers, and plan strategy to resolve them. (20%)

Develop and execute new product testing programs, including consumer field testing of pre-production hardware and software products. Report results to senior management (20%)

Travel (20%)

Knowledge Skills: Thorough knowledge (5 years) of major personal computer operating systems including installation and configuration of hardware and software on Microsoft operating systems. Linux, MAC, Unix experience desirable.

In-depth understanding of TCP/IP networking including routing protocols, OSI model, port and protocol based firewalls, 802.11 wireless standards.

Programming experience with shell, Basic, C, Java and web-based languages.

High degree of experience in data collection techniques and statistical analysis. Excel proficiency a must.

5 years direct customer technical support experience including on-site and telephone support.

Independent and excellent personal and communication skills.

Knowledge and/or understanding/experience with DOCSIS-based cable modems. Ability to differentiate between major broadband technologies.

Experience in developing course material and leading on-site and remote technology seminars to various audiences.

BASIC QUALIFICATIONS:
Bachelors degree in Information Technology related dicipline.
5 years technical support experience.
REQUIREMENTS
Required Qualifications:
Experience Requirements:
(See Description)

Travel Percentage: 25%