Molex possesses a rich heritage in the optical industry. We provide the highest performing and field-proven wavelength management solutions from components, modules to integrated line-cards. Continuous innovation in passive component function integration, miniaturization, and manufacturing automation, cutting edge WSS and amplification technology and comprehensive optical, mechanical, electrical and software design capabilities enable us to serve the needs of high-density, high-bandwidth, and flexible optical networks of telecom, datacom, hyperscale datacenter and supercomputing.
In Fremont, CA, we serve global clients in telecom and datacom industries in providing innovative optical modules to support our customer’s next generation networks. We are looking for a Field Application Engineer to join our team in supporting Molex major customers.
Field Application (support) Engineer (FAE) is a professional providing quality technical support and meeting the daily debugging and repair needs of the customer equipment in the field. The FAE works with customers, on the phone and in-person, to answer technical questions about the products and solve related technical issues.
With effective communication skills, the FAE establishes and maintains proper relationships with customers and co-workers as well as performing necessary administrative and other duties as required. With hands-on experiences and ownership of the technical issues, the FAE employs practices to minimize the occurrence of network connectivity issues. Thus, the effective implementation of these duties is vital to ensure the success for Molex optical communications system products.
What You Will Do

Field Application Engineer provides troubleshooting support services including receiving requests via help desk, phone, email, or in-person, entering requests into ticketing system, troubleshooting, and resolving problems, and is the primary technical resource for the support team responsible for solving complex network or systems level issues and conducting equipment installation/ configuration/ integrations. The following are typical functions:

• Provide On-Site Support:This position may require working after hours as well as a presence on-site as required. The professional collaborates with peers in the organization to devise suggestions for expediting maintenance and troubleshooting procedures, and documents all relevant field activities
• Troubleshooting and Debugging: The FAE confers with customers in initial deployment troubleshooting, including debugging new hardware and software. The FAE must have a good understanding of optical networks and should consult all relevant information of the client network when making troubleshooting decisions.
• Operation & Maintenance: The FAE offers guidance and training to the client personnel to educate them about the product operation and maintenance procedures. The FAE also sustains necessary facility support with analyzing issues and giving suggestions in a timely manner.
• Function as the first and main point of contact for customers on any complaints, inquiries, and systems issues. Develop technical relationships and maintain high customer satisfaction.
• Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
• Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
• Review data to identify emerging failure trends and provide recommendations to reduce network down time and improve maintenance practices, and advise on equipment configuration and workflow.
• Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with the recent product updates and developments.
• Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring-up.
• The FAE works on the field and in the lab. The normal average duty hours do not extend beyond forty hours per week, but the FAE should be available 24x7 and may sometimes need to work extra hours and reschedule work depending on the clients’ appointments. The FAE should be eligible to travel extensively worldwide on short notice.

WHO YOU ARE (BASIC QUALIFICATIONS)

• Bachelor’s or Master’s degree in optical networking, electrical engineering, or related fields
• 3+ years of experience in customer service positions involving technical support .
• Experience with Optical Communication Systems and relevant technical field knowledge.
• Excellent analytical, interpersonal and communication skills with decision-making, problem resolution and creative thinking skills. Strong planning and organization skills with an ability to prioritize work.
• Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
• The ability to lift and carry item that can weigh up to 50 lbs.

• Provide On-Site Support:This position may require working after hours as well as a presence on-site as required. The professional collaborates with peers in the organization to devise suggestions for expediting maintenance and troubleshooting procedures, and documents all relevant field activities
• Troubleshooting and Debugging: The FAE confers with customers in initial deployment troubleshooting, including debugging new hardware and software. The FAE must have a good understanding of optical networks and should consult all relevant information of the client network when making troubleshooting decisions.
• Operation & Maintenance: The FAE offers guidance and training to the client personnel to educate them about the product operation and maintenance procedures. The FAE also sustains necessary facility support with analyzing issues and giving suggestions in a timely manner.
• Function as the first and main point of contact for customers on any complaints, inquiries, and systems issues. Develop technical relationships and maintain high customer satisfaction.
• Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
• Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
• Review data to identify emerging failure trends and provide recommendations to reduce network down time and improve maintenance practices, and advise on equipment configuration and workflow.
• Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with the recent product updates and developments.
• Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring-up.
• The FAE works on the field and in the lab. The normal average duty hours do not extend beyond forty hours per week, but the FAE should be available 24x7 and may sometimes need to work extra hours and reschedule work depending on the clients’ appointments. The FAE should be eligible to travel extensively worldwide on short notice