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Product Support Engineering

Overall Accountability and Job Summary

Supports Sales staff in creating and delivering custom product demos. Ability to configure Zweave’s products for multiple markets and product types. Provides technical assistance to customers, partners, and applications engineers worldwide on all Commercial and Federal Zweave products, including but not limited to operational, maintenance, and applications needs. Builds and enhances relationships of trust with Zweave customers and partners. Advocates customer requests and offers innovative ideas to improve product quality. High level of self ­initiative and self­ motivation with ability to work on multiple projects simultaneously. Ability to take ownership of issues and ensure they are resolved in a timely manner. Ability to work across teams within the company and with demanding customers.

Must have solid apparel and design business expertise including past experience using or implementing PDM, CAD and PLM. Technical expertise in multiple fields of expertise a must and should include product development, sourcing, pre-production, fit, graphic design, material management, color management. Ideal candidates should have excellent presence, strong communication and presentation skills and ability to speak to large groups. Ability to learn new tools and interest in becoming proficient in presenting and selling software a must.

  • Supports, monitors and manages both technical set up and delivery of online demo programs including Zweave’s programs and webex
  • Delivers and manages online support: responds to phone calls/emails in support of a specific company product. During the work hours, ensure constant coverage of support and online demo queue, according to the schedule provided by Manager.
  • Works with Engineering to aid in the resolution of customer issues including on–site assistance when necessary.
  • Walks end users through step–by–step resolutions to questions, including general inquiries as well as more challenging technical issues.
  • Document solutions to known issues through comprehensive Incident Resolution details. Create Service Technical Alerts as needed to inform the field of serious system issues. Report activities and key trends, constructing and maintaining FAQ’s.
  • Develops troubleshooting guides and support debugging tools for specific product; develops internal sessions to give an overview of new versions, covering content and architectural differences.
  • Submits field discoveries of tips, techniques, and best practices to ensure these are shared throughout the Zweave organization and installed customer base; provides direction to Support on critical, complex issues.
  • Provides feedback to Development and Product Management regarding product quality, reliability, and serviceability, and accuracy and accessibility of system documentation.
  • Reviews requirement/functional specifications, product documentation, test plans and test reports and contributes to improving them.
  • Works with channel partners, system integrators, and enterprise customers to support sales efforts in any territories or accounts.
  • Participates in Beta Process and implementation and configuration. Upon request, responsible for on-call pager/PDA support.

Skills/Experience:

Outstanding in a majority of the following competencies:

  • Communications
  • Building Client Relations
  • Flexibility
  • Innovation
  • Ownership and Accountability
  • Promoting Quality
  • Setting High Personal Standards
  • Taking Initiative
  • Teamwork
  • Technical Knowledge

Education:

Bachelor’s Degree in fashion design, graphic design or other creative product development field. Ability to work with graphical concepts and knowledge of Adobe Photoshop a must. Skills in English. Fluency in any of the following languages a plus: Spanish, Chinese, Japanese, Hindu, French, German, Italian, both written and spoken.

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