Customer Support Engineer

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The Opportunity:

We are looking for a Customer Support Engineer to serve as the focal point for customers in providing post-sales support. As a key member of our cross-functional team, you will have comprehensive technical knowledge in our products and services while also providing valuable input to our R&D, Product Management, and Sales teams. We offer a fast-paced work environment with opportunity for growth. We place a high value on self-motivation and getting things done to deliver Customer Delight

Our Technology:

Safran Federal Systems provides Resilient Positioning, Navigation and Timing (R-PNT) solutions and custom engineering services to U.S. Government agencies, defense organizations and their contractors. Safran Federal Systems is authorized to work on the full spectrum of U.S. Government classified and unclassified projects, in addition to supporting strategic partnerships for key defense PNT technologies.

How I will contribute:

• Ownership of reported customer issues and accountability to see problems through to resolution, ensuring a high degree of customer satisfaction
• Diagnose, troubleshoot and document technical issues a customer is experiencing to identify hardware and software solutions to resolve product/system issues
• Guide customers through installation challenges as needed
• Understand customer use case and implementation of our product/solution into their environment by asking targeted questions to quickly understand the root of the problem
• Accountability to meet contractual obligations as dictated in customer purchase orders
• Prompt and accurate feedback to customers through a series of actions (phone, email, in person) until technical issue is resolved.
• Lead disposition and repair of returned equipment and document all pertinent information related to returned material (RMA).
• Analyze data and report on trends (Product, Use Case, )
• Key contributor to FAQ and knowledge-based articles while identifying opportunities for improvement (application notes, design changes, training, etc.)
• Provide technical education and documentation to customers, sales, partners, and peers
• On-site troubleshooting with Customer and other vendors
• Properly escalate unresolved issues to appropriate internal teams
• Be the internal customer voice to investigate the issue with additional functions as necessary
• Develop and enhance customer relationships such that Safran Federal Systems is viewed as a partner to our customers

What you bring to the role:

• Bachelors Degree in an Engineering, IT or other technical discipline
• 5+ years of experience. A combination of education and experience will be considered.
• Previous work experience in Customer Support, R&D, Applications
• Experience using Customer Relationship Management and ERP tools, including SalesForce
• Experience with Python or other computer program languages
• Prior experience working with Aerospace, Defense, and Government customers
• Technical knowledge in one or more of the following areas:
  • GNSS Domain and related knowledge of common analog/RF systems
  • Time and Frequency Servers/Systems (Safran, Orolia, Spectracom, Brandywine, Microchip, etc.)

• Rest API
• PTP/NTP
• Accurate timing solutions (setup, install, debug, design, SW/HW, )
• Controlled Radiation Pattern Antennas (CRPA)
• Phase Coherent Radio Frequency (RF) Systems
• Signals of Opportunity (SoOP)
• Navigation Kalman Filters
• GPS, GNSS Simulators (Safran, Talen-X, Orolia, Spirent, Lab Sat, CAST, IFEN, )
• Knowledge of common analog/RF impairments encountered in GNSS and wireless systems
• Familiarity of common operating systems (Linux, Windows, ) with knowledge in server systems and networking- ethernet, routers and switches, servers, SNMP, fiber optics, a plus
• Strong verbal and written communication skills to deliver detailed information to customers at all levels within the business
• Excellent interpersonal skills with ability to serve as a liaison between customers and internal stakeholders
• Ability to work independently and collaboratively with a cross functional team
• Self-starter, confident, committed, and enthusiastic
• Ability to take initiative, multi-task, and adjust to dynamic priorities
• Strong analytical and problem-solving skills
• Ability to proficiently use MS Office (Outlook, Word, Excel, and PowerPoint)
• Plus: Experience with Position, Navigation, Timing
• DOD Security clearance or eligibility for clearance
• Position is based in Rochester, NY, occasional travel (up to 20%) to visit customers, channel partners, and various company locations

Some of “the Good Stuff”:

• Annual Bonus Opportunity
• Medical, Dental, Vision, Health Savings Account, Flexible Spending Account
• Paid Time Off
• 401k Retirement Program with Employer Match
• Gym Membership Reimbursement
• Tuition Reimbursement Program
• Employee Career Development
• Flexible working arrangements
• Excellent culture

About Safran Federal Systems:

Safran Federal Systems has been awarded as a Winner of the Rochester Metro Area Top Workplaces 2024 Award.

In 2022, Safran acquired Orolia, now Safran Trusted 4D, the world leader in Resilient PNT. At the intersection of critical infrastructure and national defense, Safran Trusted 4D solutions govern and protect the integrity of systems that shape the world. In early 2019, Orolia Defense & Security spun off as a separate entity from its parent company Orolia, with the mission of providing resilient Positioning, Navigation and Timing (PNT) solutions and custom engineering services to U.S. Government agencies, U.S. Defense organizations, and their contractors.

In August of 2019, Safran Federal Systems acquired Talen-X, a U.S. company specializing in advanced GNSS (Global Navigation Satellite System) Simulation solutions and Interference, Detection, and Mitigation (IDM) technologies. Talen-X's portfolio was an ideal fit and has helped to enhance Safran FS's overall offerings. The acquisition enabled Talen-X's existing resources, operations and capabilities to be scaled and accelerated to better support the warfighter. Read the press release here.

Safran Federal Systems operates as a proxy-regulated company, Free of Foreign Ownership, Control, or Influence (FOCI). As such, Safran FS Defense & Security is approved to work on the full spectrum of U.S. Government classified and unclassified projects and is positioned to support strategic partnerships in the development of key PNT technologies for the defense market.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Please note this description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.