Customer Support Engineer/30-50.000Kc/Frydek – Mistek

Job Responsibilities: The succesfull candidate will be responsible for technical support, planning, installation and training of clients´ technologies for their customers. More specifically: - Provide first-line technical support via phone, email, and web to licensed customers of all SW products. - Troubleshoot complex technical problems; perform in-depth research and analysis, develop test scripts, and reproduce customer-observed product behavior. - Log details of all cases including research completed, email exchanges, and steps taken during each transaction, through the resolution and closure of the case. - Escalate issues to engineering as needed to ensure timely and satisfactory resolution for the customer. - Participate in account management activities such as demonstrations; presentation of product features, account management consulting on use of product, Webex presentations, etc. - Deliver and assist customers in the installation, deployment and use of our SW technologies according to the agreement concluded between the customer and our company. - Perform remote installs of the PI software - Prepare and maintain accurate and complete engineering reports and customer specific documentation as required by the agreement with the customer and by our company. - Develop, maintain and give training classes on proper technologies - Collaborate with SW training personnel on the design of training materials or teach client courses based on those materials. - Assist the account management team by identifying and communicating additional opportunities for our products to solve customer needs. - Comply with customer safety programs as required by contract terms, regulations, or guidelines specific to customer sites. - Maintain personal knowledge and skill levels according to guidelines established by our company through recurrent annual training within the Company or designated external resources. - Submit expense reports and practice financial management consistent with company guidelines and using company systems. - Completion of the current Microsoft certification exam within the first 6 months of employment. Requirements: - BS, MS or PhD in Chemical, Mechanical or Electrical Engineering - A basic knowledge of application development in an object oríented programming language such as Visual Basic, Visual C++ or Visual Basic Net - Demonstrated knowledge, interest and skill in the use of Information Technology within the process industry domain, typically derived from employment or consulting - IT Skills consisting of a basic knowledge of operating systems, advanced knowledge of Microsoft Office suite, Microsoft Windows and knowledge of a programming language. - Mobility is required, given that the travel customer sites may be required. - Essential traits for success are those of being a self directed, well organized, autonomous type of individual. - Good communication (written, verbal and listening) skills, personal tact and diplomacy, and excellent problem solving skills are mandatory.