Customer Support Engineer - Safran Group : Job Details

Join to apply for the Customer Support Engineer role at Safran - Navigation & Timing We are seeking a Customer Support Engineer to serve as the primary contact for customers, providing post-sales support. As a vital part of our cross-functional team, you will possess extensive technical knowledge of our products and services and contribute valuable insights to our R&D, Product Management, and Sales teams. We offer a dynamic work environment with opportunities for growth, emphasizing self-motivation and a commitment to delivering Customer Delight. Responsibilities include: Owning reported customer issues and ensuring resolution to maintain high customer satisfaction Diagnosing, troubleshooting, and documenting technical issues to identify hardware and software solutions Guiding customers through installation challenges Understanding customer use cases and integrating our solutions into their environment Meeting contractual obligations as per purchase orders Providing prompt and accurate feedback to customers via phone, email, or in person Managing the disposition and repair of returned equipment and documenting all related information Analyzing data to identify trends and reporting findings Contributing to FAQs and knowledge articles, and identifying areas for improvement Providing technical education and documentation to customers, sales, and partners Performing on-site troubleshooting and escalating unresolved issues appropriately Acting as the internal customer voice to investigate issues Developing and maintaining strong customer relationships, positioning Safran Federal Systems as a trusted partner Qualifications: Bachelor's Degree in Engineering, IT, or a related technical field 5+ years of relevant experience, or a combination of education and experience Experience in Customer Support, R&D, or Applications Proficiency with CRM and ERP tools, including Salesforce Knowledge of Python or similar programming languages Experience working with Aerospace, Defense, or Government clients Technical expertise in areas such as GNSS, Time and Frequency Systems, Rest API, PTP/NTP, RF systems, and related fields Strong communication skills and ability to work independently and collaboratively Self-motivated with excellent problem-solving skills Proficiency in MS Office Suite Security clearance or eligibility is preferred Additional Information: Location: Rochester, NY with up to 20% travel Competitive benefits including bonus, health insurance, 401k, and more Please note: This description is not exhaustive and duties may change over time. #J-18808-Ljbffr