Engineering Customer Support
📋 Role Overview & Responsibilities
Who are we?Phase IV is a wholly owned subsidiary of Wika Instrument LP. From our beginning in 1992, in Boulder, CO, Phase IV Engineering has been an innovator in wireless sensing. Our founder Rich Pollack started Phase IV as a “Skunk Works”, designing highly advanced and technically challenging sensors for Fortune 500 companies, NASA, the US military, and scientific research. We invented the world’s first battery-free RFID wireless temperature and pressure sensor. (Among many other applications, this sensor currently flies inside the wheel valve stem of every Boeing 777 and 787 aircraft.) Phase IV has expertise in energy harvesting, RF design, low-power circuit design, and designing for very harsh environments. This over 100 years combined experience was a key reason our Phase IV Engineering team was recognized as the “Sensor Engineering Team of the Year” in 2015 by Sensors Magazine and won “Product of the Year” in 2017 from RFID Journal.
BASIC PURPOSE:This position uses knowledge of product portfolio and engineering principles as well as sales data to resolve challenging technical problems. This individual helps customers troubleshoot various problems, analyzes root cause of failures and works closely with engineering to provide support for testing and R&D.
MAJOR ACCOUNTABILITIES/RESPONSIBILITIES OF JOB:Assists engineering in product testing and troubleshootingPerforms customer technical support (phone and email) to quickly resolve technical problems, questions and installation issues without the need to return the productResearches, diagnoses, troubleshoots, and resolves customer issuesAssists manufacturing in mechanical and/or electrical assembliesSupports custom assemblies and proto-typingWorks with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to engineeringUtilizes the RMA process to bring failed product in from the field and perform root cause failure analysis upon requestProvides feedback on failures to engineering to support product improvements and new developmentsFollows up with new customers to assist and ensures installation of product has been completedProvides feedback to help improve manuals and other documentationStrives for continuous personal development of product & application knowledge, business operations, and industry standardsPerforms ancillary duties as needed
KNOWLEDGE AND SKILL REQUIREMENTS:College Degree in Electronics or equivalent work experience required5+ years’ experience in a technical product support role preferredKnowledge of industrial instrumentation an assetExcellent Communication Skills, verbal and writtenExcellent Client Facing SkillsStrong problem solving skillsExtensive knowledge of Microsoft OfficePossess strong organizational skillsSelf-motivated and able to investigate, listen and make decisions based on data presented on new topics not previously known
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This position is located in Boulder, CO with potential relocation and sponsorship assistance depending on candidate qualifications.
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