Field Service Engineer

Field Service Engineer

Job Description:
* Provide technical support to both internal repair technicians and external customers.
* Support Customer Service Team's contact center by providing callers and customers with technical support, processing RMA requests.
* Monitor, follow up, and close pending customer support cases.
* With feedback from the callers on field incidents, highlight critical issues and escalate to RD/FAE & management for solution.
* Attend regular team meetings both remotely with overseas team members and in-person office settings.
* Attending, host regular meetings with customers and stakeholders to understand the challenges at hand, provide solution through teamwork and or support from overseas team.
* Inspect and troubleshoot both finished goods and RMA returned products. Provide inspection results, note down findings, and ensure data collection accuracy as party of preliminary failure analysis.
* Draft technical documentation through hands-on experience to better support team members and customers.
* Organize work area & maintain safe working environment.
* Travel to customer locations to provide on-site support and technical assistance if needed.
* Generate RMA service reports, document field service activities and report to management.
* Always adhere to safety guidelines and company policies.
* Adapt to changing business model and be able to take on new tasks assigned

Requirements:
* EE, BS degree required.
* Previous experience in providing technical support to FST, FSE.
* Knowledge of electrical and/or mechanical systems.
* Excellent critical thinking, problem solving skills to find solutions.
* Ability to work independently and as part of a team.
* Excellent communication and people skills.
* Ability to work in a physically demanding environment and perform tasks such as lifting.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.