Job Summary
This person is responsible for ensuring customer satisfaction by trouble shooting, repairing, modifying (retrofitting), and servicing the specialty product assigned in a timely manner. Products that are not manufactured by Juniper will be accurately tracked and followed up on as they are returned to their appropriate repair center. This person has the responsibility for distributing information to other departments within our company that will be used to improve product quality. Writes repair summaries and price quotes specific to repairs and service sales. Clearly communicates repair status, charges, and work performed to customers.
Job Duties and Responsibilities
- Properly use and maintain common troubleshooting test equipment such as oscilloscope, function generator, DVM / DMM, precision voltage source.
- Checkout, calibration, and validation testing new and used products
- Troubleshoots and debugs defective specialty product to assembly level
- Following assembly instruction maps
- Database entry into RMA database
- Contact customers by phone/email with repair quotes and routine service updates; document the interaction and escalate non-routine issues.
- Occasionally assists in assembly and test of inventory parts and specials
Skills, Knowledge, and Experience
- Job requires a technical school or trade certificate requirement OR 2-3 years of directly relevant job experience if the candidate has no schooling OR a combination of schooling and experience that is equivalent to a technical school graduate or trade certificate recipient. Certifications of skills required for this job.
- Requires some experience in soldering both through hole and surface mount components. Printed circuit board troubleshooting and repair to component level (through hole and surface mount). Basic knowledge of electronics (Ohm’s law, Kirchoff’s law, etc.). Basic Knowledge of microprocessor systems (CPU, RAM, EPROM, system clocks, digital power supplies, logic gates, GALS, PALS, and UARTS). Working knowledge of analog circuits (voltage dividers, full / half / quarter bridge strain gage circuits, op-amps, RC filters, etc.).
- Basic computer skills including knowledge of Word, Excel, and Access. Must be familiar with the operation of Windows operating systems.
- Preference for Advanced Remote Support skills by delivering advanced remote troubleshooting by explaining product function and guiding users through diagnostic steps via phone/email; isolates likely root cause, recommends corrective actions/workarounds, and documents outcomes to reduce repeat issues.
Communication, Negotiation, and Networking Skills
Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. The job requires writing and verbal communication skills on the level of a technical school graduate (including spelling). Typically interfaces with customers on a daily basis to resolve questions or problems with product.
Working Conditions
Physical Demands:
This position requires sitting for extended periods of time, use of hands and occasional reaching. Requires the ability to see. Requires the ability to speak. This position requires close vision, color vision, good depth perception, and the ability to focus the eyes on detail circuitry.
Working Hours and Conditions:
Generally requires working 40 hours with occasional OT up to 50 hours a week. No travel required. Requires on-call work on a rotating basis.
The above statements describe the general nature and level of work being performed in this job function. This is not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Juniper Systems.
Juniper Systems, Inc. is an EQUAL OPPORTUNITY EMPLOYER All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, veteran status, or any other status protected by law.
