Career Opportunities

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E: Human Resources

Job Title: 560-001: Technical Support Manager

Summary

This position includes supervise and lead Technical Support department, providing pre-sales application support with major customers and consultants, customization of existing products, product management assistance analyzing customer requests and product failures, system and component testing and trouble-shooting electronic audio-video equipment, field repair or testing and customer-sales training.

Essential Functions

Customer support:

Provide technical support on company products to customers
Trouble-shoot company sold products over the phone and in-house to the sub-assembly (Card) level
Perform programming of ALTINEX products per customer requirements
Perform in house testing of customer’s configurations to replicate field issues
Participation in after-hours (including weekend) 24-hour on-call technical support
Customer technical visits - domestic and international

TSR - Technical Support Requests:

Work closely with sales staff on any customization requests.
Create or modify existing drawings for customization of ALTINEX products.
Define, modify and test customizable products (electronics and mechanical) and software

Application Diagrams:

Analyze, Create, modify and/or maintain technical information such as: drawings, application diagrams, manuals, technical database, etc.

Product Training:

Attend product training conducted by Engineering
Prepare and conduct product training to the sales staff
Prepare and conduct product training to customers
Demonstrate product functionality to customers when needed
Participation in after-hours training programs when necessary

New Product Development:

Take an active role in a new product definition and testing of prototypes
Participate in Product Development Team (PDT): Recommend new product development and existing product improvement based on customer needs and technology trend.

Trade shows:

Take an active part in trade show layout
Participation in Domestic and International Tradeshows - setup, program, troubleshoot and dismantle
Conduct training and assist visitors on product and capabilities

Management:

Train and manage tech support staff
Provide leadership and direction for tech support department
Participate in management meetings
Manage tech support budget
Participate in achieving company goals
Maintain equipment and test lab
Analyze product quality
Analyze customer feedbacks and RMAs
Follow and participate in ISO9001 Quality System
Create and update work instructions
Create and improve processes

Other projects as assigned by the president

Tools used:

MS Office, Corel-draw, AutoCAD, oscilloscopes, network analyzers, multi-meters, calipers and the use of AVSnap.

Minimum Qualifications

Bachelors in Electrical an Electronics Engineering. Master's degree is preferred.
Strong knowledge of troubleshooting procedures and good analytical skills.
Minimum of 5 years in Technical Support position with supervisory responsibility.
Knowledge of Electronics or Audio - Video industry at system and component level with support and design experience.
Good understanding and appreciation of system design.
Ability to work with and accept guidance from senior members of the group.
Able to provide direction to junior members of the team.
Knowledge of oscilloscopes, network analyzers, multi-meters.
Product and project management knowledge.
Equipment repair experience.
Effective communication skills.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Abstract reasoning: ability to extrapolate consequences of hypothetical actions and anticipate possible difficulties.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job the employee is regularly required to stand; walk; sit; use hands to finger, type, handle, or feel; reach with hands and arms; talk or hear. The employee is regularly required to use a keyboard for 4 to 5 hours a data for drawing and communication. The employee is regularly required to use phone for an hour at a time occasionally. The employee may be required to lift up to 20 pounds regularly and up to 50 pounds occasionally. The vision requirements include: close vision, distance vision, peripheral vision and ability to adjust focus." Occasionally employee might be required to use tools to assemble /dissemble units and fix them during testing/evaluation and training.

Hours

8:00AM - 5:00PM