Quality Assurance Customer Support Engineer

Employer
TIP Technologies
Location
Waukesha, WI
Posted
Mar 25, 2017
Jobs Outside Higher Education
Software & Technology
Institution Type
Outside Academe


Job Description

Quality Assurance Customer Support Engineer

Have you ever participated in launching new software? Perhaps you were involved in upgrading an ERP System or implementing software on the factory floor. Do your peers seek you out as the "expert" to help them with their tasks? Do you know quality assurance and want to break into a new career? We are looking for people who would like to stress test our application and provide world class customer support on the market leading Quality and Mission Assurance Software package. Do to our continued market success, we are growing.

About Us
TIP Technologies, Inc., based in Waukesha, WI is the world leader in providing Enterprise Quality and Mission Assurance Software. Our Quality Management System (QMS) software offering, TIPQA, is implemented at 9 of the Top 10 US Aerospace and Defense companies, and is specifically designed for the quality requirements of Aerospace, Defense, Medical Devices, and other highly complex manufacturers and regulated industries where quality is mission critical.

TIP Technologies offers a casual and flexible work environment, with exceptional pay and benefits.

Position Summary
TIP Technologies, Inc. has an immediate opening for a full-time Customer Support Engineer. This individual will be responsible for performing all levels of Application Support of TIPQA installed software, and for maintaining ownership of all support issues from identification through resolution. The ideal candidate will have previous experience with TIPQA, be a self-starter, with excellent communication and troubleshooting skills, and the ability to interact with individuals at various levels in an organization.

Responsibilities
• Primary support contact for end-user customers of TIPQA.
• Ensure that customer inquiries are effectively and efficiently resolved.
• Perform duties, as detailed below, with a high degree of quality and efficiency to ensure customer satisfaction.

Duties
• Provide frontline response, ownership, resolution, and closure of all support inquiries received via Telephone, E-mail, the Customer Portal, or through other internal departments.
• Utilize analytical information gathering techniques to identify, document, and classify the issue, (ie: design deficiency, coding defect, training void, set-up problem, user error, new functional need, etc).
• Perform severity assessment and escalation.
• Provide immediate and necessary assistance for issue resolution, if possible, for all Level 2, and 3 issues.
• Have a strong technical aptitude, any admin or apps knowledge of Oracle, Deltek- Costpoint, SAP and Microsoft Dynamics a plus!
• Ability to understand ERP interfaces between systems and comfortable with database tables and troubleshooting complex systems.
• Enlist the help of other internal departments (development, training, testing, IT, etc) as needed.
• Perform orderly transition of issue(s) to assisting departments.
• Monitor all issues for status, escalation, resolution and close-out.
• Conduct confirmation testing, as required, to support issue resolution
• Maintain necessary communications with customer.
• Maintain customer profile and issue database.
• Provides documentation to internal and external customer concerning software defects, needs recommendations, issue clarification, and the like.
• Assist in Support related projects, as required
• Responsible for maintaining and/or communicating additions, modifications and/or deletions to the TIPQA Application Help files.
• Assist in Testing of our ERP interfaces.
• Some after-hours and weekend availability required.

Experience
• BS in Computer Science, a related field or equivalent experience required
• 3+ years experience in Customer Support (level 1, 2, and 3).
• 2+ experience in a Manufacturing Quality Assurance environment.
• 1+ years experience in Software Testing desired.
• 1+ years of Online Help Documentation Experience.
• 1+ years experience in RoboHelp® or equivalent Help Documentation Tools desired.
• Experience in the implementation, administration, and/or usage of TIPQA software product.
• Defect Tracking and/or support tool experience desired.
• Axosoft OnTime defect tracking tool experience desired.

Requirements and Competencies
• Knowledge and experience in the usage or support of QMS and/or ERP/MRP Systems in the Aerospace and Defense, Medical Device or other highly regulated manufacturing environment.
• Knowledge and experience in Quality Related practices such as Sampling, MRB, Auditing, Inspection, and Supplier Quality desired
• Excellent analytical and problem solving skills in a QMS and ERP environment desired
• Have proven track record on the ability to quickly gain detailed understanding of complex applications
• Ability to distinguish relevant from non-relevant information, handle multiple priorities and pressure situations, employ good judgment, while maintaining professionalism with the customer and internal supporting entities.
• Ability to work independently with limited supervision.
• Ability to establish priorities and multitask
• Strong troubleshooting skills
• Excellent oral and written skills
• Excellent customer service skills
• Intermediate to Advanced MS Office skills (Outlook, Word, Excel, PowerPoint)

Candidates responding to this posting must currently possess the eligibility to work in the United States.

This is a full-time salaried exempt position, with the expectation of 45+ hours per week.

Visit: www.tiptech.com

Company Description
TIP Technologies, Inc., based in Waukesha, WI is the world leader in providing Enterprise Quality and Mission Assurance Software. Our Quality Management System (QMS) software offering, TIPQA , is implemented at 9 of the Top 10 US Aerospace and Defense companies, and is specifically designed for the quality requirements of Aerospace, Defense, Medical Devices, and other highly complex manufacturers and regulated industries where quality is mission critical.

TIP Technologies offers a casual and flexible work environment, with exceptional pay and benefits.


Waukesha, WI

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Thu, 23 Mar 2017 09:58:59 PDT

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