Advanced Application Engineer

Advanced Application EngineerAs an Advanced Application Engineer here at Brady Corp., you will lead a team to deliver high-quality solutions, provide technical expertise, and ensure exceptional customer service. Your leadership will drive innovative solutions and business growth. You will report directly to our Sr Tech Support Manager and you'll work out of our Fort Mill, SC location.Typical work shifts are flexible daylight hours with some on-call nights and weekends to support a 24X7 support environment.Travel to customer sites as needed, up to 15%. Must live within the Fort Mill, SC location Hybrid work schedule: 3 days per week in the office.Responsibilities include:Providing in-depth pre- and post-sales technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues.Expediting timely resolutions wherever possible to help maintain and reduce case closure cycle times.Working with and escalating issues to Engineering and Quality teams where required, prioritizing requests based on severity and business case.Building strong relationships with our partner and end customer base and becoming knowledgeable about their respective needs. Keeping the customer updated on the status of work in progress on their problems.Developing robust communication practices with a strong focus on customer service and solution quality.Supporting the knowledge-sharing mindset and applying the Knowledge Centered Support (KCS) methodology guidelines. Contributing knowledge base content for all new issues encountered by and resolved at Tier 3 and enhancing existing content where necessary to ensure good visibility, re-usability of data on known problems.Keeping the case handling system updated with current information on the support case, related activities, and resolution.Participating in assigned NPI projects and fully preparing the support teams for new product launches.Maintaining and extending product knowledge by self-study and by attending relevant training sessions.Regularly sharing product and troubleshooting knowledge via coaching and training initiatives.Mentoring agents in lower support tiers as part of the company's talent development and retention ethos.Handling complex issues escalated from the lower support tiers and recording all related activities in the case handling system.Deep investigation of complex technical issues and resolution of support requests.Providing training, coaching, and mentoring of the lower support tiers to improve product knowledge and issue handling skills.Preparing the team to support new product offerings, by participating in the Honeywell New Product Introduction (NPI) program.Actively developing and maintaining technical knowledge base content.Timely communication to customers with a focus on customer service and relationship building.Providing back-up to the frontline support staff at peak times as required.