Customer Technical Services Manager

Full-time

Civic Minds

Irvine, CA

Responsibilities:

Provide pre-sale and post-sale technical support for customers including:

Support for company Hardware and Software products

Support for customer application implementation

Support for pre-sale customer requirement analysis and configuration using the company products

Perform direct and web-based training to customers and employees for the company software products (mainly ATEasy), Semiconductor Test Systems or company test instrumentation

Demonstrate the company products on site or at customer or trade shows

Create and setup demonstration systems for trade shows

Create and review knowledge base articles describing and promoting the company products

Manage and direct operation of the CTS team including outlining and documenting formal performance guidelines. Provide leadership, strategic direction, and corrective action to meet departmental objectives

Direct customer (internal & external) support of technical questions concerning Marvin Test Solutions (MTS) products and the applications in which they are being used and assist customers directly as necessary

Analyze customer test requirements and propose solutions based on MTS products and platforms

Support and facilitate the company's RMA process

Set priorities for the repair and rework of RMA products

Direct and manage the development and delivery of technical training programs for the training of employees and customers on MTS test products

Direct department resources to provide customers with training and consulting services (assistance in developing, integrating, or troubleshooting their MTS solutions-based systems) and provide consultation and training to customers and MTS employees when needed

Coordinate with Sales and Engineering to develop demonstration applications for sales and marketing purposes and provide demonstrations when needed. Direct CTS technical resources and provide technical consultation to Sales in the preparation and presentation of proposals

Oversee and support engineering review, test, and/or verification/validation of MTS hardware, software (including drivers) and documentation (manuals, sales aides, guides, brochures, and catalogs) prior to the release of new, upgraded, or revised versions

Direct and oversee the knowledge base activities of the support department, write and review knowledge-based articles, white papers and application notes as needed

Continuously increase knowledge of applicable technology, applications and testing methodologies

Attend classes, training and seminars on complimentary and competing products and other related topics

BSEE or equivalent

5+ years' experience in providing technical and/or application support in a business-to-business electronics or software fields

5+ years' experience in management, especially management of technical support function

Experience in providing and designing training

Experience in writing and reviewing technical articles

Understanding of T&M instrumentation operation and interface standards

Understanding and prior experience with C/C++, LabVIEW, LabWindows, c# or VB.net using Visual Studio

Analytical skills including troubleshooting electronics circuits

Ability to present and demo products

Excellent verbal and written communication skills

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Vacancy posted 2 days ago

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