Advanced Application Engineer

Charlotte, NC, US • Posted 1 day ago • Updated 1 hour ago
Full Time
On-site
Fitment

Dice Job Match Score™

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Job Details

Skills

  • Leadership
  • Reporting
  • Sales
  • Facilitation
  • Root Cause Analysis
  • Business Cases
  • Work In Process
  • Knowledge Sharing
  • KCS
  • Tier 3
  • Usability
  • Talent Management
  • Training
  • Coaching
  • Mentorship
  • New Product Introduction
  • NPI
  • Knowledge Base
  • Communication
  • FOCUS
  • Customer Service
  • Relationship Building

Summary

As an Advanced Application Engineer here at Brady Corp., you will lead a team to deliver high-quality solutions, provide technical expertise, and ensure exceptional customer service. Your leadership will drive innovative solutions and business growth. You will report directly to our Sr Tech Supp Manager and you'll work out of our Fort Mill, SC location.

Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment

Travel to customer sites as needed, up to 15%

Must live within the Fort Mill, SC location

  • Provide in depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis and resolution of complex technical issues. Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes.
  • Expedite timely resolutions wherever possible to help maintain and reduce case closure cycle times.
  • Work with and escalate issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.
  • Build strong relationships with our partner and end customer base and become knowledgeable about their respective needs. Keep the customer updated on the status of work in progress on their problems.
  • Develop robust communication practices with strong focus on customer service and solution quality.
  • Support the knowledge-sharing mindset and apply the Knowledge Centered Support (KCS) methodology guidelines. Contribute knowledge base content for all new issues encountered by and resolved at Tier 3 and enhance existing content where necessary to ensure good visibility, re-usability of data on known problems.
  • Keep the case handling system updated with current information on the support case, related activities and resolution.
  • Participate in assigned NPI projects and fully prepare the support teams for new product launches.
  • Maintain and extend product knowledge by self-study and by attending relevant training sessions.
  • Regularly share product and troubleshooting knowledge via coaching and training initiatives.
  • Mentor agents in lower support tiers as part of the company's talent development and retention ethos.
  • Handling complex issues escalated from the lower support tiers and recording all related activities in the case handling system.
  • Deep investigation of complex technical issues and resolution of support requests.
  • Providing training, coaching and mentoring of the lower support tiers to improve product knowledge and issue handling skills.
  • Preparing the team to support new product offerings, by participating in the Honeywell New Product Introduction (NPI) program.
  • Actively developing and maintaining technical knowledge base content.
  • Timely communication to customers with focus on customer service and relationship building.
  • Providing back-up to the frontline support staff at peak times as required.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: RTX166a88
  • Position Id: ffe065e6fa5d43f4ea10ad84db4f9731
  • Posted 1 day ago
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