What are the responsibilities and job description for the Customer Support Engineer position at OFS?
Customer Support Engineer - Carrollton, GA
Position Summary
Lightera, LLC, a leading manufacturer of optical fiber, fiber cable, and connectivity components has an immediate opening for a Customer Support and Field Application Engineer.
This role will provide mainly post sales technical support for all Lightera customers for outside plant fiber optic cable designs and increasingly for optical connectivity solutions and will require outstanding communication skills, mechanical skills, and industry experience. This position will support initiatives seeking market growth in the areas of Fttx, Ftth, data center, middle mile, long haul, and rural fiber deployments. We are seeking a customer centric individual that is comfortable traveling who can provide training and technical support both at client installations and virtually, as well as investigating quality complaints onsite to help determine root cause.
Responsibilities
Position Summary
Lightera, LLC, a leading manufacturer of optical fiber, fiber cable, and connectivity components has an immediate opening for a Customer Support and Field Application Engineer.
This role will provide mainly post sales technical support for all Lightera customers for outside plant fiber optic cable designs and increasingly for optical connectivity solutions and will require outstanding communication skills, mechanical skills, and industry experience. This position will support initiatives seeking market growth in the areas of Fttx, Ftth, data center, middle mile, long haul, and rural fiber deployments. We are seeking a customer centric individual that is comfortable traveling who can provide training and technical support both at client installations and virtually, as well as investigating quality complaints onsite to help determine root cause.
Responsibilities
- Provide training to both customers and sales teams as a subject matter expert in outside plant cable construction methods and procedures, and in optical fiber splicing and testing for both single fiber and ribbon fiber applications.
- Development of accurate customer product documentation covering proper installation and use for all OFS products.
- Support for new product developments including installation testing and qualification for outside plant cable designs and Fttx/Ftth/data center fiber solutions.
- Lead customer complaint investigations and have customer follow up regarding corrective actions.
- Negotiate and/or facilitate negotiations of warranty claim resolutions functioning as the intermediary between the customer and OFS.
- Gather and document competitive intelligence and new customer opportunities to convey to sales, operations, and product management.
- Weekly documentation of activities and customer interactions.
- Travel requirements projected to be 30% of calendar days requiring flexibility on short notice to meet customer demands.
- Required
- Bachelor’s Degree in Engineering or Construction Management or equivalent work experience in power utility, telecom, or outside plant cable construction.
- Minimum of three (3) years in manufacturing or field technical support of communications or optical fiber-based products.
- Experience in all aspects of optical fiber cable testing and installation, experience and/or expertise in outside/inside plant cable installation methods and construction/installation equipment.
- Self-directed and able to function efficiently with remote supervision.
- Strong interpersonal and negotiation skills.
- Effective communication skills for customer support.
- Strong presentation skills - verbal and written.
- Aptitude and interest to perform “hands on” work such as fiber optic cable handling and installation, fusion splicing, and optical test measurements.
- Ability and willingness to balance multiple priorities efficiently and effectively.
- Proficient in Microsoft Office (Word/Excel/PowerPoint).
- Ability to work in varied weather conditions where you may be standing for extended periods of time performing relevant hands-on field work.
- Desired
- Minimum of two (2) years’ experience in Fiber Optic OSP Cable field engineering and customer support engineering, installation, OTDR testing, and onsite customer training.
- Minimum of two (2) years’ experience in ADSS optical cable applications engineering and technologies.
- Minimum of two (2) years’ experience in fiber optic connectivity field engineering and customer support engineering, installation, testing, and customer training experience.
- Proficient in analyzing and accurately interpreting OTDR measurement traces.
- Expert understanding of fiber optic OSP cable technologies, optical fiber technologies, optical connectivity technologies, installation, and testing.
- Passport enabling travel globally.
