Kforce - Alpharetta, GA
posted 2 months ago
The Indigo Hardware Support Engineer will provide best-in-class remote engineering support for both external and internal customers. As a trusted advisor, the engineer will create and maintain effective customer relationships to ensure satisfaction by providing firsthand resolutions to highly complex technical malfunctions. This role requires maintaining knowledge of leading-edge technologies and actively contributing to the technical knowledge portfolio by sharing insights gained from customer engagements. The engineer will be responsible for implementing technical solutions in accordance with agreed designs and following Remote Technical Support processes. In this position, the engineer will remotely resolve technical issues reported by end users through various channels, including proactive notification systems. This includes providing information on product features, specifications, parts compatibility, maintenance routines, and educational programs. The role also involves integrating efforts across different departments to deliver comprehensive solutions to customers, emphasizing a customer service-oriented approach. If issues cannot be resolved remotely, the engineer will trigger onsite interactions, ensuring proper diagnosis and parts identification for effective handover to Field Support Engineers. Additionally, the engineer will be expected to provide standby after-hours support based on a rotation schedule, covering at least one shift each month to support 24x7 and 18x6 customer entitlements. Continuous improvement ideas in the field of remote engineering will also be encouraged, along with the integration of technical knowledge and business understanding to create effective solutions for customers.