Manager - Field Support Engineering
Seattle, WA ( Full-Time)
FSE Manager is responsible for developing support, installation, testing, maintenance, repair, technical assistance programs and resources. The team needs to be able to conduct installations, and/or train appropriate customer personnel. Additionally, he/she will provide a high standard of technical support to customers and other product support personnel who are diagnosing, troubleshooting, and setting up the customer systems following the sale of our product to the end user.
Manage and develop resources distributed globally
Provides hands-on (or virtual) technical support and pass this knowledge on to staff
Diagnose mechanical, electrical, software and/or system failures using established procedures and pass that knowledge on to staff.
Develop and manage systems for preparing reports for analysis of product failure trends and serviceability issues.
Support creation, development and delivery of both internal and external technical training content
Present in-person training sessions
Monitor product training for effectiveness
Extensive knowledge using a wide variety of test equipment, including oscilloscopes, digital multimeters, OTDRs, and high-voltage insulation resistance testers
Experience in troubleshooting complex issues involving multiple interrelated systems
Ability to read and understand technical documents, schematics and specifications
Ability to organize and prioritize work efficiently and effectively
Ability to effectively work with minimal supervision unaccompanied or in a team environment and make decisions based on business impact and technical data
Able to support special projects and prototype products in the field.
education & experience
7+ years’ experience working with robotics equipment including support, system mobilization, and operations
7+ years’ experience assembling, installing, and troubleshooting complex products that integrate mechanical, hydraulic, and electrical systems
5+ years supervising and managing staff
BS / technical degree
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