• Manage the definition of replicated problems, including necessary configuration, log files and other information to deliver full picture to Engineering for resolution of new PTRs
• Coordinate with Marketing Product Line Management as necessary to determine whether reported issue is a true problem or a feature request
• Track and report status of all issues under investigation within SGS
• Attend PTR meetings with Engineering and Marketing as SGS representative and customer advocate
• Responsible to deliver resolution status reports and information on open PTRs to SGS managers, sales personnel and customers
• Support Engineering as necessary to test PTR resolution upon request

As appropriate, work cross divisionally to develop global processes to ensure timeliness and accuracy of the following:

• Failure Mode Analysis tracking and reporting
• Product Change Notices in accordance with Telcordia GR-209 and Symmetricom policies
• Field Service Bulletin tracking and reporting
• Supervise development of Methods of Procedure documentation for new / enhanced field installation or cutover procedures
• May periodically visit customer sites for training and service needs
• Support key customer projects as purchased or as company defines for new warranty reserve work
• Achieve on-time to goals performance for customer documentation turnaround, FMA turnaround, PTR verification / response when within SGS ownership
  Implement and report metrics as defined in the SGS Strategy document.
• Provide leadership and assist with staff management including mentoring, developing, scheduling, motivating, coaching, recognition, feedback and retention
  May require contact with staff and customers on nights weekends and Holidays
  Position may require travel.

Essential Qualifications:

• Bachelors Degree or equivalent in a technical field, technical school degree or equivalent combination of education and experience
• Familiar with customer Central Office environment and procedures typically required
• Five to seven years in technical support call center and/or field service operations, preferably proficient with synchronization, time, and frequency products
• Excellent Proficiency with computer hardware and software (MS Word, MS Excel, Visio, or alternative)
• Effective Project Management skills including proven ability to deliver customer formatted reporting
• Ability to accurately and succinctly summarize customer reported trouble to ticket format in Services and Knowledge Base Modules
• Excellent verbal and written communication skills
• Ability to guide customers through troubleshooting and corrective steps verbally
• Must be responsible, highly dependable, extremely accurate, motivated, and organized
• Must have strong team skills
• Must be a quick learner, wanting to continually gain knowledge

Desired Qualifications:

• Oracle 11x CRM or equivalent and Noetix reports experience
• Experience with Symmetricom products

To apply for this position, please forward your resume and contact information to jobs@symmetricom.com and reference job number GSS080405 in the subject line of your e-mail.