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Technical Support Engineer RF DAS

Company: CommScope
Location: The Colony
Posted on: November 18, 2022

Job Description:

In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.The Distributed Antenna Systems (DAS) solve the need for robust, scalable, multi-operator mobile communications in enterprises and large venues. CommScope's ERA all-digital C-RAN DAS improves LTE and 5G performance and flexibility while reducing space and power requirements. -How You'll help us connect the world: -Reporting to our Technical Support Manager NAR (North America), the focus resides in developing and collaborating with a team of engineers to provide 24x7 technical support services, meeting the customer committed SLA for the NAR region and supporting Mobile Operators, Neutral Hosts, OEMs, and other end customers.Our products are fully customized and built in-house; the team possesses a wide breadth of technical expertise, covering software, RF, analog, digital, FPGA, and mechanical aspects of our products. Engineers are encouraged to gain vast knowledge in system design areas of the products and provide technical mentorship to the design engineering team while solving any difficult field-related systems issues.This role involves delivering technical training for internal and external customers, working in partnership with Sales, Technical Support, PLM, and R&D with feedback from the training session on products, services, processes, or documentation user documentation. -Duties & Responsibilities: -

  • Provide technical support to internal personnel, including sales, project managers, business development, and engineering, as well as external customers, including Distributed Antenna Systems (DAS) value added resellers (VARs), distributors, partners, and original equipment manufacturers (OEMs).
  • Provide end-to-end issue resolution support.
  • Meet or exceed Distributed Coverage and Capacity Systems (DCCS) scorecard. performance targets and customer Service Level Agreements (SLA).
  • Help customers with installations and upgrades and provide on-site project support to solve issues.
  • Use CRM tool to submit, update, and track resolution of customer issues, and create a documented closed loop for each customer issue.
  • Support New Product Introduction (NPI) and work closely with both the development and Product Line Management (PLM) prior to launch of new products or software, including pre-testing software and products in the technical support lab.
  • Work with quality to open quality notifications for widespread or frequent issues.
  • Collaborate with quality, manufacturing, PLM, and R&D in root cause analysis (RCA), including opening tickets to track actions stemming from RCA analysis.
  • Participate in the DAS customer helpline pool to resolve customer issues.
  • Assist customers with active DAS designs for product only sale, including VISIO and iBWAVE.
  • Work with R&D and quality to improve the customer experience and ease of use for DCCS products.
  • Provide response on usability and robustness improvements.
  • Open products tickets with PLM and R&D including proposed solutions.
  • Collaborate with the technical writers and play as key reviewer from PLM, design so that end user documents are of the highest quality and ease to use.
  • Up to 5% travel (primarily within US). -Required Skills: -
    • Bachelor's degree or equivalent in Electrical Engineering, Telecom Engineering, Optical Engineering, or a closely related field, and 4+years or Masters with 2 years of experience providing Wireless product technical support preferably for DAS.
    • Experience in each of the following is recommended:
    • Testing and optimization of commercial deployments of LTE , GSM, CDMA, and UMTS
    • Working for or directly with Tier 1 wireless carriers
    • Hands-on troubleshooting experience with over-the-air repeaters, passive DAS, Optical DAS
    • Hands-on experience with UNIX shell commands and scripting
    • Working knowledge of Microsoft Office software (Word, Excel, PowerPoint etc.)
    • Detail oriented individual with excellent interpersonal skills.
    • Ability to manage priorities / time with challenging demands. -You'll excite us if you have: -
      • Experience with ERP like SAP
      • Familiarly with customer CRM tool or ticketing system
      • Experience with Networking. CCNA background is nice to have
      • iBwave -#LI-RB1Why CommScope? -CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. -Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. -With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. -

        If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next---..come connect to your future at CommScope.

        CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope's accommodation process and EEO policy at careers.commscope.com/eeoReq ID 72904

Keywords: CommScope, The Colony , Technical Support Engineer RF DAS, IT / Software / Systems , The Colony, Texas

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