front line support (fls) EngineerSeabrook Technology Group

JOB DESCRIPTION
Job Title:
Front Line Support (FLS) Engineer
Exempt
Seabrook is looking to add to its growing technical support team with an experienced MES support professional. We are looking for a dynamic Front Line Support (FLS) Engineer with exceptional focus on quality customer support. The role will encompass providing technical support to our customers, resolving issues by utilizing widely available resources, teams and your own skills and experience. The ideal candidate will have at least 4 years in a similar role, as well as proven exceptional customer facing experience. Our support engineers are the heart and soul of our business. We care deeply about our customers and consistently go above and beyond to help. Our fast-growing customer base relies heavily on our ability to be present and helpful 24/7.
GENERAL ACCOUNTABILITY
Role duties include:
Providing technical support and maintenance on Seabrook products
Performing troubleshooting within customer environments focused on the resolution of customer-reported issues along with answering product questions raised by customers or partners through our ServiceDesk.
Continually prioritizing your workload ensuring customers are kept up to date on the status of their cases following case management best practices.
Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
Escalating issues to the next level of support where you have reached the limits of your knowledge and tracking those cases to ensure you continue to learn.
To contribute to the development of the customer support organization by participating in regular internal meetings and training sessions.
Documentation
Create postings to Seabrook's forum / knowledgebase that assist consultants with "self-help" troubleshooting and provide answers to common situations / errors
Assist with maintaining any relevant SOPs for job functions
Other Duties
As assigned on a project basis
Travel Required:
This is a remote position. Occasional travel may be required.
Travel required based on:
Customer onsite support needs
Milestone delivery or hypercare periods
CERTIFICATIONS / TRAINING
Seabrook introduction to MES
CAMSTAR ACCOUNTABILITY
Key Responsibilities:
In-depth knowledge of Opcenter (Camstar) product application (i.e. Modeler, Designer, database schema, transactions, business logic functionality)
Experienced in Opcenter (Camstar) product applications and best practices around deployments and data migrations
Experienced in technical troubleshooting and diagnosis processes
Ability to become competent on multiple technologies
CAMSTAR CERTIFICATIONS
Certifications / Classes
Via Camstar's eLearning online portal
Camstar Education Portal
Camstar Portal User Interface
Exploring Camstar Manufacturing
Resource Management Course
Exploring Camstar Manufacturing Feature Modules
Exploring Camstar Quality
Portal Studio User
EXPERIENCE / QUALIFICATIONS
What we require from you:
Previous Technical Support experience
Basic knowledge and experience of Networking, Active Directory, Virtualization and Operating Systems
Basic Knowledge of O365 (Configuration and Administration knowledge desired)
Excellent interpersonal and communications skills
Excellent time management, decision making, prioritization & organization skills
Be a team player, promote a spirit of cooperation and teamwork
Create and maintain technical knowledgebase articles
Welcomes challenging environments to apply specialist skills, maintaining customer confidence
Proven technical diagnostic and problem-solving skills
Good knowledge of ITIL framework
Eager to learn new skills and technologies
A good understanding of cloud technologies and experience supporting products and solutions delivered as a service
Willingness to travel to attend company events or training (if required)
Available on rotation to participate in our three-shift system for 24/7 cover
Experience:
Required:
4+ years of experience in technical support role
Experience with Medical Device or Regulated Industry
Experience related to MES software support
Confidence with technical troubleshooting and problem-solving
Fantastic oral and written communication
Amazing people skills with a zeal to work with customers
Thrive in a fast-paced, constantly evolving, team environment
Experience with Camstar/Opcenter transactions, modelling, and troubleshooting
Desired:
Skills supporting Opcenter (Camstar) products
Software Licensing Experience
Good knowledge of one of the many Case Management software applications used for FLS
B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four year related experience.
Disclaimer
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.
Work Location: This is a remote, work from home role.
Number of open positions: 2
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Seabrook Technology Group

Cavite City, Cavite
Permanent
Full-time