ABOUT US:
For 40 years, Zetron (a Codan Company) has delivered interoperable end-to-end command & control systems across multiple industries and international markets. With over 40,000 console positions, hundreds of established partners and value-added resellers, and coverage in more than 100 countries, we are an established global leader in connecting communications centers with field operations, personnel, and constituents.
Zetron has more than 400 employees worldwide, including additions to its development, services, sales, support and back-office teams. Zetron is headquartered in Redmond, Washington (USA), with operations throughout the United States, Canada, the United Kingdom, and Australia to serve its growing global customer base in more than 80 countries around the world.
ABOUT THE ROLE:
Provide technical support via telephone and/or remote access to customers through triage, troubleshooting, and technical resolution of Zetron’s baseline and configured systems. Interact with the customers and /or users regarding products that are highly technical and sophisticated in nature.
WHAT MAKES A SUCCESSFUL TECHNICAL SUPPORT ENGINEER?
- Provide telephone technical support to customers for Zetron's configured system deployments; provide support for Zetron’s baseline products as assigned.
- Support Zetron’s 24-hour emergency phone support program.
- Write installation and application notes that provide customers with guidelines for performing upgrades, maintenance, and product integration in the field.
- Assess and respond to situations where standard procedures have failed in isolating or fixing problem equipment; collaborate with other teams as needed to devise solutions.
- Maintain clear, accurate and concise daily log(s) of all calls and work performed on company database.
- Report design, reliability, maintenance problems and product manual corrections/improvements to engineering for review via an engineering change process system and through direct consultation.
- Provide training to support engineers on, including but not limited to, custom system solutions, baseline products, and procedures. Develop training material content.
- Conduct reseller and end-user training programs. Develop and maintain training material content.
- Travel to customer sites for on-site maintenance and repair when severity of situation indicates that phone support alone is not sufficient.
- Travel to customer sites in support of onsite installation assistance and project services.
- Act as technical liaison between Technical Support and other Zetron departments. Attend product team and collaboration meetings as subject matter expert.
- Responsible for the planning, execution, monitoring, and documentation of laboratory assignments necessary for the verification of customer issues and continuous improvement efforts.
- Required to perform the job functions in a safe manner.
AS A KEY MEMBER OF THE TEAM, YOU MUST BE ABLE TO:
- Ability to follow deductive reasoning/diagnostic process of diagnosing issues and customer problems
- Strong ability to identify and resolve problems with the most effective resolution; must have strong, active listening skills
- Intermediate to advanced networking skills required.
- Ability to take ownership and drive issues to closure
- A serious and enthusiastic desire to provide effective customer service
- Proficiency with the use of test equipment such as telephone simulators, service monitors, digital multimeter (DMM), and oscilloscope required.
- Proficient with using solder station and de-solder station.
- Excellent verbal and written communication skills, with ability to convey information clearly and accurately.
- Ability to determine solutions to complex problems.
- Excellent attention to detail.
- Must be able to drive as part of performing job duties.
TRAVEL: approximately 30%
Must be able to travel overnight
Must be able to travel internationally
Have a Valid work state’s Driver’s License; driving records must be maintained in good standing
EDUCATION & EXPERIENCE REQUIRED: The following list of requirements are considered the minimum levels of education and experience necessary to perform this job successfully. Any equivalent combination of education and experience that provides the applicant with the knowledge, skills, and abilities to perform the job is acceptable.
- Associate’s degree in Electronics and Computer Sciences, or equivalent.
- Minimum four (4) years of experience in similar kind of role providing technical support, in a high tech environment involving electronic communication systems such as Command & Control voice console systems, Land Mobile Radio systems, Microwave systems and/or Telephony systems.
- Or any combination of education and experience that provides equivalent expertise.
- Experience in PBX back-end programming, with strong knowledge of VoIP protocols (SIP, RTP, G.711, Trunking), Telephony, and Linux Command Structures.
- Preferred experience working with Cisco and Polycom devices
- Solid understanding of networking concepts (TCP/IP, DNS, DHCP, Routing, Switching).
BENEFITS & CULTURE
Our culture is supportive and collaborative. You will be part of a multidisciplinary team where sharing ideas and innovation is strongly encouraged. Zetron embodies the values of those who work here, embraces diversity, and offers a comfortable and casual atmosphere where people work hard and feel a part of the organization. At Zetron we not only create and stand behind solutions that help save lives, but our employees are also offered a competitive compensation and benefits package.
Our U.S. Benefits include:
- Medical, Dental, Vision Benefits
- 401(k), including a Company match
- Generous Paid Time Off Packages
- Company paid short-term and long-term disability coverage, basic life insurance and wellbeing benefits
- Flexible working hours
- The ability to grow your career by attending various educational programs and/or trainings
- 10 paid holidays
- Incentive Bonus Plans
- Perks and discounts
- And more!
Interested in a career with us?
Simply click on “APPLY” and we’ll be in contact shortly
Zetron, Inc. is an equal opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, gender identity, protected veteran status, disability status, or any other characteristic protected by law.
In compliance with the ADA Amendments Act, should you have a disability that requires assistance and / or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 425.820.6363, ext. 294 or via e-mail at careers@zetron.com.
