Summary:
Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.
Duties & Responsibilities:
Overview
We are seeking a highly capable Support Engineer to provide front‑line technical support for our advanced RF product portfolio. This role will serve as the primary point of contact for customers in Korea, ensuring fast, high‑quality technical resolution and strong customer satisfaction. The ideal candidate will be comfortable working across manufacturing, service centers, and R&D teams to diagnose issues, drive root‑cause analysis, and ensure continuous improvement.
Key Responsibilities
Customer Support & Technical Ownership
- Act as the primary point of contact for Korean customers and Regional Authorized Service Partners, providing expert technical support for complex RF systems.
- Manage end‑to‑end case ownership, from initial customer engagement through investigation, resolution, and follow‑up.
- Conduct technical troubleshooting, system diagnostics, and analysis to resolve product issues quickly and effectively.
Cross‑Functional Liaison
- Work closely with the Engineering teams, manufacturing and services centers to coordinate repairs, root‑cause investigations, and component evaluations.
- Translate field issues into clear, data‑driven feedback for internal teams, ensuring accurate and timely communication.
- Collaborate closely with global R&D teams to escalate complex technical problems, validate fixes, and support design improvements.
Operational & Process Excellence
- Support product quality initiatives by capturing field insights, recurring issues, and failure patterns.
- Maintain up‑to‑date documentation on issues, corrective actions, and customer interactions.
- Provide technical input to product updates, service advisories, and knowledge‑base content.
Customer Engagement & Relationship Management
- Build strong customer relationships through consistent, proactive communication and reliable follow‑through.
- Support on‑site visits, system audits, and customer training sessions when needed.
- Ensure customer needs and feedback are clearly represented within internal teams.
- Coordinate troubleshooting and repair for customer units – assist ASP with technical resources to accomplish
Qualifications
Required
- Associate or Bachelor’s degree in Electrical Engineering, Electronics, Telecommunications, or a related field.
- 3+ years of experience supporting RF systems, wireless technologies, or complex electronic products.
- Strong technical troubleshooting skills and the ability to interpret RF‑related data, schematics, and logs.
- Excellent communication skills in Korean and English.
- Ability to work effectively across global and cross‑functional teams.
Preferred
- Experience working directly with manufacturing or service centers.
- Background in customer‑facing technical roles in RF, telecom, semiconductor, or high‑technology environments.
- Familiarity with spectrum analyzers, network analyzers, and RF test methodologies.
Personal Attributes
- Customer‑focused mindset with strong ownership and accountability.
- Analytical, detail‑oriented, and able to drive issues to closure.
- Comfortable working independently in a fast‑paced, global environment.
- Ability to communicate cross-functionally to Sales, Engineering, Services and Customer representatives.
- Collaborative, proactive, and solutions‑driven.
Pre-Requisites / Skills / Experience Requirements: