Job description

Primary Duties & Responsibilities Customer Technical Support – 60% • Quick response technical support customer issues or inquiries • Work with internal teams to resolve customer issues and complete Root Cause Analysis • Provide technical support for PLM and Quality team customer interactions • Review PLM and R&D product specifications, providing real-world feedback to new product development • Review and/or propose test scope and detailed plan. • Review with R&D team and conduct any necessary pre-testing to ensure trial success • Perform testing at customer site as required Customer Demo and Trial Support - 30% • Review and/or propose test scope and detailed plan. • Review with R&D team and conduct any necessary pre-testing to ensure trial success • Perform testing at customer site as required Technical Training and Documentation – 20% • New product installation and operation training for the front line customer support team • Provide technical Customer Installation and Operating documentation Education & Experience • M.Sc. or B.Sc. degree in Electrical Engineering, Computer Science or Physics • 8+ years working experience in optical communication companies as technical support manager or engineer, development engineer or system verification engineer. • Experience with the following technologies: Coherent optical transceivers, DWDM, OTN, optical network architectures, and network management protocols. • Experience investigating field issues and RMA support • Experience using and troubleshooting network management system • Experience in coding Python script is preferred. • Experience in product development is preferred. Skills • Travel 25% to 33% of time, to meet customer support needs • 7x24 on-call support • Strong communication and negotiation skills • Creative, analytical and structured problem-solving capability Team oriented and a self-starter Working Conditions • Working conditions typical of a climate controlled and professional office environment. This role routinely requires use of standard office equipment such as computers, phones, copiers, filing cabinets, etc. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms Safety Requirements All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards. Quality and Environmental Responsibilities Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System. Culture Commitment Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.: I ntegrity – Create an Environment of Trust C ollaboration – Innovate Through the Sharing of Ideas A ccountability – Own the Process and the Outcome R espect – Recognize the Value in Everyone E nthusiasm – Find a Sense of Purpose in Work Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you need assistance or an accommodation due to a disability, you may contact us at talentacquisition@coherent.com . Job Summary: Technical support of optical network Transmission and Transport products for North American and European customers. Responsibilities include but not limited to: • Support of customer lab trials and pre-sales technical inquiries • Priority assessment of customer field issues teams • Coordinating with front line support and R&D teams, driving resolution of complex customer issues. • Formal tracking of issues from record creation through to resolution and closure • Providing training for both internal team and external customers • Providing lessons learned feedback to internal teams

Requirements

Must-haves

Primary Duties & Responsibilities
Customer Technical Support – 60%
Quick response technical support customer issues or inquiries
Work with internal teams to resolve customer issues and complete Root Cause Analysis
Provide technical support for PLM and Quality team customer interactions
Review PLM and R&D product specifications, providing real-world feedback to new product development
Review and/or propose test scope and detailed plan.
Review with R&D team and conduct any necessary pre-testing to ensure trial success
Perform testing at customer site as required
Customer Demo and Trial Support - 30%
Review and/or propose test scope and detailed plan.
Review with R&D team and conduct any necessary pre-testing to ensure trial success
Perform testing at customer site as required
Technical Training and Documentation – 20%
New product installation and operation training for the front line customer support team
Provide technical Customer Installation and Operating documentation
Education & Experience
M.Sc. or B.Sc. degree in Electrical Engineering, Computer Science or Physics
8+ years working experience in optical communication companies as technical support manager or engineer, development engineer or system verification engineer.
Experience with the following technologies: Coherent optical transceivers, DWDM, OTN, optical network architectures, and network management protocols.
Experience investigating field issues and RMA support
Experience using and troubleshooting network management system

Nice-to-haves

Experience in coding Python script is preferred.
Experience in product development is preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

python

Platform: oracle-cloud
Effort: medium