Field Application Engineer - Optical Solutions

What You Will Do

• Provide On-Site Support:This position may require working after hours as well as a presence on-site as required. The professional collaborates with peers in the organization to devise suggestions for expediting maintenance and troubleshooting procedures, and documents all relevant field activities
• Troubleshooting and Debugging: The FAE confers with customers in initial deployment troubleshooting, including debugging new hardware and software. The FAE must have a good understanding of optical networks and should consult all relevant information of the client network when making troubleshooting decisions.
• Operation & Maintenance: The FAE offers guidance and training to the client personnel to educate them about the product operation and maintenance procedures. The FAE also sustains necessary facility support with analyzing issues and giving suggestions in a timely manner.
• Function as the first and main point of contact for customers on any complaints, inquiries, and systems issues. Develop technical relationships and maintain high customer satisfaction.
• Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
• Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
• Review data to identify emerging failure trends and provide recommendations to reduce network down time and improve maintenance practices, and advise on equipment configuration and workflow.
• Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with the recent product updates and developments.
• Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring-up.
• The FAE works on the field and in the lab. The normal average duty hours do not extend beyond forty hours per week, but the FAE should be available 24x7 and may sometimes need to work extra hours and reschedule work depending on the clients' appointments. The FAE should be eligible to travel extensively worldwide on short notice.

Who You Are (Basic Qualifications)

• Bachelor's or Master's degree in optical networking, electrical engineering, or related fields
• 3+ years of experience in customer service positions involving technical support.
• Experience with Optical Communication Systems and relevant technical field knowledge.
• Excellent analytical, interpersonal and communication skills with decision-making, problem resolution and creative thinking skills. Strong planning and organization skills with an ability to prioritize work.
• Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
• The ability to lift and carry item that can weigh up to 50 lbs.

What Will Put You Ahead

• Be a resourceful initiative-taker, working independently without direct supervision in a fast-paced entrepreneurial environment with ability to adapt to changing circumstances.
• Ability to productively multi-task activities with shifting priorities in a pressurized environment.
• Proven customer success record of being dependable and accountable for all aspects of the job.
• Possess expert level of knowledge and customer applications of network hardware, software, and configuration in optical communications systems with the latest technological trends.
• Demonstrate strong problem-solving abilities and critical thinking through combining technical knowledge with real world maintenance experience.
• Fluent in English and Chinese

For this role, we anticipate paying $100,000 - $120,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).