Expert Engineer

Division: Customer Service & Support
Office Location: Paris - FRANCE
Reporting to:  Customer Service & Support Manager
Position:  Expert Engineer   
Required Start Date: Immediatly
Contract: Permanent

Position Summary

The Expert Engineer is a key profile to setting up a global Customer Service and Support organization which intervenes mainly on the maintenance phase of the customer relationship, as well as on the project and presales phases.
 

Main Duties / Key Accountabilities
 

> Maintenance Phase: 

• Responsible for the overall service level quality of all assigned tickets as per specific customer SLA
• Accelerates the Workaround delivery within the committed SLA.
• Assists Customer Service & Support Engineer in case of blocking issues.
• Privileged interface with R&D/Sustaining Engineer/Team as necessary to resolve Customers and products problems.
• Performs technical follow up call with customers within prescribed timeframe to ensure satisfaction with resolution.
• Involved in customer escalation as per Escalation Procedure or as required to ensure timely resolution
• Conducts post escalation reviews as warranted, develops and presents recommendations on escalation prevention strategies.
• Provides Back-Line support to other Service & Support Engineers to ensure timely and effective customer problem resolution.
• Periodically tickets reviews, ensuring customer requests are being appropriately answered.
• Provides effective internal/external reporting (e.g. RCA)
• Interfaces with R&D, Pre-Sales, Customers

> Project Phase:

• Delivers Professional Services such as on-site technical assistance, product integration/customization.
• Assists the Project Manager in order to accelerate the resolution of technical issue submitted by the customers in the course of the project.
• Delivers customer training, potentially on site.
• Interfaces with Project Managers, Customers

>Pre-Sales Phase:

• Assists the Pre-sales Engineer in order to accelerate the resolution of technical issues
• Supports the Pre-Sales Engineer during the product evaluation
• Works occasionally with Sales Personnel to provide product and technical knowledge in support of pre-sales activities
• Interfaces with Pre-Sales, Account Manager, Customers

Education  and  Experiences
 

• Engineering Degree in Computer Science or Electrical Engineering
• Master Degree in Computer Science or Electrical Engineering is a plus
• Direct experience supporting OEM design-in cycles preferred
• Requires 5  years minimum of relevant industry experience in network environments  
   

Competencies

• Thorough understanding of IP networks and protocols, Internet based services and applications (VoIP, TV, VoD, 3G…).
• Knowledge in network architecture
• Strong experience in C language programming on x86 architecture under Linux 
• Knowing other Operating Systems and CPU archictetures (multicores) would be a plus.
• Knowledge in Deep Packet Inspection technology
• Knowledge in network analyzer tools
• Excellent Command of English language.
• Ability to effectively deliver Qosmos product presentations and demonstrations
• Ability to lead discussions with customers
• Ability to design customized and appropriate Qosmos solutions according to the customer needs
• Ability to quickly understand new technologies and architectures

Skills

• Exceptional troubleshooting and problem solving skills are required
• Excellent presentation, writing, Customer-facing, follow-up, and interpersonal skills
• Ability to interact with multiple departments to gather information and reach consensus
• Share knowledge with others, selflessly offers assistance to others
• Needs to be flexible in working schedule with possible weekend work
• Must be organized, timely and able to remain focused and calm under pressure situations
• Must be willing to travel
• Professional appearance and demeanor
• Self-motivated, detail-oriented and organized