Professional II, CS Technical Support

What you'll do

• Manage new product introduction (NPI) quality evaluations, serviceability tests, and firmware/software quality assurance testing.
• Develop detailed test cases, scripts, and plans to improve product quality and usability before market launch.
• Perform root cause analysis on complex field issues and implement corrective actions for defective products.
• Create technical repair documentation, service bulletins, and training content for authorized service centers and technicians.
• Analyze service data to identify trends, track repeat repairs (REDO), and evaluate the effectiveness of countermeasures.
• Conduct on-site inspections at customer locations to troubleshoot and resolve high-priority quality issues.
• Coordinate with global R&D, manufacturing, and marketing teams to ensure product standards are met across all regions.

What we're looking for

• Bachelor’s Degree or higher in Engineering from an accredited college or university.
• Minimum of 4 years of experience in a consumer electronic product support or service support role.
• Knowledge of network infrastructure, including Wi-Fi and Bluetooth connectivity.
• Experience with Commercial Display products (preferred).
• Proficiency in large data analysis from multiple sources (preferred).
• Proficiency in MS Excel, including macros, pivots, charts, and graphs (preferred).
• Proficiency in the MS Office suite and ability to present to a large audience (preferred).
• Excellent verbal and written communication skills with the ability to manage diverse stakeholder relationships.