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JOB DETAILS |
| Company Name |
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Sagem Morpho |
| Company Address |
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1145 Broadway Plaza, Suite 200
TacomaWashington
United States98402
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| Company URL |
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www.morpho.com |
Company Profile |
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View |
| Job Type |
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Full Time |
| Job Title |
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Senior Customer Support Engineer with Managerial Responsibility |
| Job Location |
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Albany / New York |
| Salary |
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N/A |
| Description |
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SUMMARY OF RESPONSIBILITIES:
Performs preventative and remedial maintenance on assigned SAGEM MORPHO products. Performs installations, removals, upgrades and installs field change orders. May require occasional assistance on difficult problems. Must be proficient on processing units and other vendors systems. Interfaces with individuals in Sales and Marketing and customer service management.
DUTIES & RESPONSIBILITIES:
•Provide support to assigned site(s) for both hardware and software maintenance, often covering multiple versions.
•Continue education of SAGEM MORPHO (AFIS, Civil, and other) and related systems.
•Provide problem solving skills based on knowledge of SAGEM MORPHO systems (AFIS, Civil, and other) and related systems.
•Perform routine maintenance on SAGEM MORPHO (AFIS, Civil, and other) and related systems.
•Report to SAGEM MORPHO incidents of downtime and other system anomalies.
•Install complete AFIS sites including hardware, software, X-load, matcher, partitioning, disk space analysis, etc.
•Write UNIX shell scripts to analyze and process data, write utilities to simplify AFIS operations and communications.
•In cooperation w/Regional Maintenance Manager and or Sr. Maintenance Mgr., prepare preventative maintenance schedules for remote sites.
•For individuals assigned to on-site locations, serve as primary on-site contact to SAGEM MORPHO offices in Tacoma.
•Decision maker for proper support procedures when system problems arise.
•Provides on-site supervision of technical personnel in the proper scheduling and maintenance of SAGEM MORPHO (AFIS, Civil, and other) systems and related systems.
•Perform other duties, as assigned.
PROBLEM SOLVING/JUDGEMENT:
Must be able to work on a variety of problems of moderate scope and complexity where analysis of data and/or situations requires evaluation of multiple factors. Ability to operate independently within established department/company practices and execute appropriate action.
SUPERVISION REQUIRED:
Works under minimal supervision on all assigned projects. Work is subject to review upon completion or at incremental milestones, as directed, to ensure compliance with department/company objectives and policies.
SUPERVISORY RESPONSIBILITIES:
Depending on project size and complexity the scope of supervision may include one to six staff members.
CONTACTS:
Requires frequent and effective contact with company staff at all levels as well as with outside parties including customers, suppliers, resellers and subcontractors.
DECISION MAKING:
Responsible for making appropriate decisions within the framework of established department and company policies and practices. Provides information, assistance and recommendations that are considered in the formulation of management policy.
WEIGHT LIFTING REQUIREMENTS:
Persons in this position will frequently be required to lift computer and related hardware equipment due to the nature of the work performed. Frequency of lifting and the weight of items lifted will vary and may change over time, depending upon the configuration of a system or systems. Anticipated lifting in this position may include the following:
Daily – No daily lifting.
Weekly – Up to 40 lbs.
MINIMUM SKILLS & QUALIFICATIONS:
•Four year degree in related field, e.g. Computer Science, Mathematics, Physics, etc., or two year degree w/equivalent levels of experience in related field. (Appropriate levels of experience, typically two years experience equals one year of college, may be exchanged for degree.
•Four to six years prior experience in technical support capacity.
•Two years or more using UNIX in a professional environment.
•Two years or more customer service experience.
•Strong customer interaction skills, communication, and ability to work well w/others.
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| Job Reference Number |
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SR CSE IV |
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