altTokyo.com

Requisition #9001
Optical Networks Professional Services Engineer-Japan
Location of this position is Tokyo, Japan and all serious candidates must speak the local language.
Salary is competitive working for this USA based company and Industry and location in Tokyo with full benefits, relocation and performance bonus.
The role of Technical Support Engineer (TSE) is to primarily operate within the defined support region and provide Technical Assistance for our Client Company's customer as they progress from early stage Product Trials through to Field Implementation. Our Client's customers consist of long-haul, regional carriers domestic and international. The Technical Field Support Engineer is responsible managing all operational aspects of the customer's network trial, deployment & post sales support, which includes fault tracking, managing and resolving identified issues. The Field Support Engineer role will interface and manage support partners, implement and manage planning schedules and escalate unresolved issues to Tier 4 support, management and sales account team.
This Field Support Engineer represents the interests of the customers with internal test, development and manufacturing teams and is responsible for the development of new field troubleshooting process and procedures, contributing to an internal technical knowledge base, assisting in replicating customer issues to achieve problem resolution, assisting in training customers, field service partners and other support personnel. The Field Support Engineer will be required to travel throughout EMEA as required in support of customer implementations. The candidate must possess extensive technical knowledge of optical networking standards (SONET/SDH, DWDM/CWDM and G.709 digital wrapper technology), Carrier OAM&P practices and procedures and effective inter-personal, leadership skills in working with customers and customer account teams.
Technical Support Engineer Tier III - Roles & Responsibilities:
Summary: Our Client’s engineers are highly skilled individuals who have expert knowledge DWDM products and applications. These engineers are event management experts and perform in a leadership capacity when supervisors are not present. Provide escalation support for Tier II. Provide Support interface to customers and regional account teams.
Responsibilities:
-Proficient in all supported releases of Our Company's products
-Proficient in installation and support of DNA application
-Proficient in presenting a demonstration to customers of Our Company's Equipment
-Provide training to Tier I and II personnel
-Provide escalation support for Tier II
-Provide technical assistance to Our Company's customers from product trial through implementation
Provide feedback to Tier IV:
-Manage operational aspects of customer trials and deployment including:
-Fault tracking
-Resolving customer-identified problems
-Representing Support in customer AIR meetings
-Generating Ops review reports and delivering Ops reviews to the customer
-Driving customer interests within Our Company
-Communicating to HQ
-Providing technical expertise to local account teams
-Auditing Engineering design packages
-Represent Support in pre-sale meetings to discuss Our Company's Professional Services offerings
-Plan, manage and execute SOW/contract deliverables for Our Company's Professional Services offerings
-Knowledge Base content
-Re-create customer issues in lab and assist in post-mortem actions required to resolve RFOs that occurred in customer networks
-Assist in customer-specific test plan
-Log requests and inquiries into Incident Management System
-Manage back-office system
-Manage lab environment
-Generate reports
-Review each release of Technical Documents for accuracy and completeness
-Project management of deployment, upgrades etc
-Management and co-ordination of Installation and Commissioning partner companies.
Interfaces:
-Logistics
-IT / Support Systems
-Tier II and Tier IV Support Groups
-Quality Report
-Customers
-Sales/Account Teams
Metrics:
-Response time for customer inquiries
-Customer satisfaction
-Accuracy and completeness of data in incident system
-Accuracy and completeness of weekly reports
-Special Projects
Must:
Be able to travel.
Must have a BS degree as a minimum
Must speak & read Japanese

All qualified and serious candidate please send full length resume to Jim@ki-tech.com for consideration.