Technical Service Engineer - ADVA Optical Networking

ADVA Optical Networking (www.advaoptical.com) is creating tomorrow.We are a global leader in Optical+Ethernet solutions that advance next-generation networks for data, storage, voice and video services. Our products have been deployed in over 200 carriers and many of the largest Fortune 1,000 companies throughout the world.ADVA Optical Networking’s strength comes from passionate and dedicated employees, all sharing a common vision: providing world-class solutions and service to our customers.

Principle Tasks:

Providing the full spectrum of Pre and Post Sales Technical Services for ADVA’s Channels and End User’s, including:
- Technical Training on ADVA products and Technologies
- On site, Telephone Support during normal business hours
- 7 X 24 Telephone Support
- On site, Level 3 support outside of normal business hours following escalation from support partners.
- Administration and Maintenance of equipment and tools used for support purposes
- Assist customers during system evaluations, qualification trials and demo activities.

Documentation and feedback of product and quality issues to Engineering and Production.
Assist RMA Coordinator in identifying technical issues and authorising the return of faulty materials.
Participation in TAC-2 desk roster.
Adapting Technical training to ADVA Channels and End users as required.
Ability to quickly identify, escalate and deâ€"sensitize significant technical issues surrounding the ADVA product family.
Ability to create documentation and other tools to proactively educate channels and end users about potentially difficult issues prior to there becoming problems. That is, the ability to address issues before they become problems.
Act as primary technical contact to designated customers for Service Delivery Management, including attendance and participation in Contract, Technical and Operational meetings.
Attend customer sites to install and commission ADVA products outside of normal business hours, including the supervision of ADVA Service Partners
Project lead Technical Services staff and external contractors during on-site activities with customers, such as Installation and Commissioning, equipment upgrades and fault investigations.

Supplementary Tasks:

Prepared to travel fairly extensively
Prepared to do flexible working hours
Other tasks as assigned

Customers (Internal & External)

Internal

All ADVA Partners and End Users
ADVA Sales
ADVA Production
ADVA Quality Assurance
ADVA RMA Coordinator

Skills / Qualifications / Training / Experience:

2 Years or greater experience in Technical Support or other technical service related department in the telecom business sector.
Good technical background
Ideally fibre optic experience
Very good knowledge in at least two of the following technologies: SDH, WDM, IP (including routing protocols), SAN
Understanding of LAN’s
Understanding of different protocols e.g. Ethernet, Fibre Channel and ATM155
Understanding of Configuration tools e.g. HyperTerminal, telnet and ssh as well as working Knowledge of network management systems
Experience with IP based DCN networks
Balance between business and technical background
Excellent presentation and communication skills
Good with Customers
Native speaker in: <Local language>

Language skills in German, are beneficial, but not required.

Success Criteria:

Ability to work with a steady and regular routine.
Ability to recognize and verbalize opportunities to improve workflow.
Ability to develop and nurture relationships with internal and external clients.
Ability to make calculated judgements based upon experience and given guidelines.
Strong Customer focus
Ability to approach tasks and address the issues pro-actively
Capability to prioritize tasks appropriately and efficiently