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Trenton Systems · 2 hours ago

Hardware Product Support Engineer

Duluth, GA

Full-time

Onsite

Entry Level

1+ years exp

Trenton Systems is a company that provides technical support for their products. The Product Support Engineer role involves assisting customers with technical inquiries, performing tests on products, and contributing to continuous improvement in product quality and support services.

ComputerHardwareManufacturingProduct DesignSoftware

Senior Management

Responsibilities

Provide direct phone & e-mail support for Trenton customers & potential customers

Record specific customer information for each technical support call using appropriate database

Assist users in troubleshooting over the phone & via e-mail - providing expertise, along with BIOS & driver files to solve problems and reduce unnecessary RMAs

Inform Product Support Engineering Manager about anomalies that require Engineering investigation correction in manufacturing processing

Under supervision of Product Support Engineering Manager, configure systems to duplicate & troubleshoot customer problems

May contact other manufacturers’ support departments to help uninformed/unskilled Trenton customers

May support Engineering design and development efforts

Under supervision of Product Support Engineering Manager or Product Support Engineering Lead, perform required testing on Trenton products currently in development

Create test reports to define the performance of products currently in development

Escalate failures found during product development testing to appropriate engineer (s), Product Support Engineering Manager and Product Support Engineering Lead

Attempt to identify improvements in efficiency in processes and improvements in services and products and provide input to continuous improvement team

Identify and manage risk in products, processes, and environment

Qualification

Troubleshooting PC operationOperating systemsExperience in computer testingPC peripheralsUse of test equipment

Required

Bachelor's Degree or equivalent experience

1-3 years of experience in computer test and support environment or equivalent

Thorough knowledge of personal computers and operating systems

Familiar with standard PC peripherals such as com-ports, parallel ports, hard disk drives and controllers, video controllers, network interfaces, keyboard & mouse controllers - as well as associated cables, power supplies and backplanes

Must be experienced with troubleshooting all aspects of PC operation - from problems turning on the initial display - to hardware & configuration-related aspects of system operation

Will acquire thorough knowledge of all released Trenton Systems products, including capabilities and limitations

Ability to learn new computer-related technologies and how they are tested/verified within the computer system

Understands/able to learn how to use test equipment such as oscilloscopes, multi-meters, logic analyzers, thermal chambers, etc., in a lab environment targeted at computer testing and validation