Senior Field Service Engineer

at  Harmonic Inc

SENIOR FIELD SERVICE ENGINEER

Harmonic is the industry leading solution for the transformation for video, cable and media companies, with smarter, faster, and simpler video streaming and broadband services. We are at the forefront of industry innovations, with simplified streaming using the cloud or software as a service, or next-generation gigabit services for the cable market. To learn more, go to “About Harmonic”.

ROLE DESCRIPTION

The Senior FSE will perform various tasks that encompass the usual professional service and support activities like: product & system installation, integration, configuration, commissioning, test, training, tuning, troubleshooting, and break/fix activities for Harmonic compression range of products to customers within the region. The Sr FSE can address problems of diverse scope, demonstrates good judgments in selecting methods and techniques for obtaining solutions. You’ll be reporting to the EMEA Service Director.

WHAT YOU WILL BE DOING

The regional Field Service Engineers (FSE) pool is the primary resource for on-site customer support and troubleshooting, duties include, but are not limited to the following:

• Delivering technical support to Harmonic’s customers in the region, both on-site and remotely
• Resolving equipment performance related issues within Harmonic equipment and in conjunction with Harmonic application partners, utilizing Harmonic’s technical issue logging/escalation systems as appropriate
• Provision of commissioning and customer acceptance testing
• Under the coordination of a Project manager: Provide system installation, integration, configuration, commissioning and Customer(s) acceptance testing.
• Autonomously, perform the customer upgrades, configuration changes, or small extension.
• Perform technical and operational training to Harmonic Customer(s) and Partners.
• Use of Harmonic’s internal customer relationship management (CRM SFDC) and equipment/service databases to ensure accurate logging of relevant details. Create global report per account to present on meeting
• Work complex problems where analysis of situations or data requires in-depth evaluation of multiple factors. Can trigger key contacts outside of his network to drive to the resolution of issues.
• Provide “on-site” and/or “remote” application, operating system, database, and hardware support
• Investigate, diagnose and resolve customer issues on site within a timely manner and if needed escalate problems for assistance. Can lead a small team of engineer to achieve targets fixed by his management.
• Use independent, professional judgment to avoid errors that would impact customer service
• Arrange product demonstrations and trial installations to effectively demonstrate Harmonic product / technical solutions on customer site (this is under the specific request of the regional Pre-Sales Director)