Field Support Engineer
About The Position
This is an exciting job opportunity for you as a Field Support Engineer in Austin, TX, with Signify. Troubleshoot and analyze warranty claims in a high-volume environment to determine root cause and develop effective resolution plans; own end-to-end customer claims, ensuring timely progress from intake through closure. Coordinate material intake visibility, tracking investigation workflows, managing prioritization and escalations. Monitor and coordinate inventory availability for RMA and failure analysis materials while supporting warehouse-based FA operations through workflow coordination, material tracking, and process standardization to improve service throughput, turnaround time, and accountability. Partner with Field Quality Engineers, warehouse, and engineering teams to identify systemic issues, recommend corrective actions, and resolve customer issues. Ensure fulfillment of documentation for service-related issues and resolutions and properly documents all relevant information in the ticketing system and/or knowledge databases. Manages Customer NPS (CNPS), transactional NPS survey programs, and promotes continuous improvement by analyzing customer feedback trends, gaps, and opportunities, delivering actionable insights to leadership teams. Develops and maintains KPI reporting related to customer experience, warranty resolution performance, failure analysis throughput, and overall operational effectiveness.
Requirements
- Bachelor’s degree in engineering, or a related field
- 2+ years of experience in high-volume technical customer service management
- Proven track record of troubleshooting issues and driving customer satisfaction
- Successful managing multiple claims and priorities simultaneously
- Excellent written and verbal communication skills, with the ability to clearly convey technical information, manage customer interactions, and collaborate effectively across cross-functional teams
- Proficient in Microsoft Excel (pivot tables, VLOOKUP, etc.) and SAP
- Must be legally authorized to work in the United States without current or future company sponsorship needs
Nice To Haves
- Experience supporting warranty operations, technical troubleshooting, root cause investigations, or quality-related service processes in a fast-paced environment
- C4C (Cloud for Customer) experience
Responsibilities
- Troubleshoot and analyze warranty claims in a high-volume environment to determine root cause and develop effective resolution plans
- Own end-to-end customer claims, ensuring timely progress from intake through closure
- Coordinate material intake visibility, tracking investigation workflows, managing prioritization and escalations
- Monitor and coordinate inventory availability for RMA and failure analysis materials
- Support warehouse-based FA operations through workflow coordination, material tracking, and process standardization to improve service throughput, turnaround time, and accountability
- Partner with Field Quality Engineers, warehouse, and engineering teams to identify systemic issues, recommend corrective actions, and resolve customer issues
- Ensure fulfillment of documentation for service-related issues and resolutions
- Properly document all relevant information in the ticketing system and/or knowledge databases
- Manage Customer NPS (CNPS), transactional NPS survey programs
- Promote continuous improvement by analyzing customer feedback trends, gaps, and opportunities, delivering actionable insights to leadership teams
- Develop and maintain KPI reporting related to customer experience, warranty resolution performance, failure analysis throughput, and overall operational effectiveness
Benefits
- Company subsidized benefits plan offerings that include Medical, Health Savings Account, Dental, 401K retirement plan with company match, Employee Stock Purchase Plan (ESPP), Paid Time Off, including paid vacation, holidays/personal days, tuition reimbursement and products discounts
- Ability to purchase supplemental benefits that include supplemental life insurance, dependent life insurance, vision insurance and Accidental Death & Dismemberment insurance, health care flexible spending account and dependent care flexible spending account
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
