Reference No.

2165

Description

LTE Product Line technical support leader.

Manage a growing and diverse team of on-site and field technical support engineers

Serve as front-line technical support in addition to management duties

Define metrics for measuring and improving Customer satisfaction, customer retention and employee satisfaction

Plan customer trials and prepare necessary documentation

Understand, recreate and debug issues related to the above

Triage above issues for test and support team members and provide direct guidance on all of above

Test our products in outdoor real world application tests

Communicate fluently with development engineers and customers on all aspects of our wireless products

Qualifications

5+ years wireless product technical support experience with 3 years’ experience with LTE

5+ years Call Center / Technical Support hands-on experience

2+ years Management experience

Expert knowledge of radio systems operation at all levels RF to IP to Core Network

Master of Science degree

Experience with EPC/SON/EMS

Fluent in L2 and L3 networking technologies including Switching, VLANs, Q-in-Q, 802.1p, Routing

Experience with test tools such as Spirent and Ixia

Proven understanding of the service model and service role

Excellent communication skills, both written and verbal

Strong organization skills, ability to multi-task while maintaining attention to detail

Location

Markham, Ontario

Salary

80,000 - 120,000