Field Application Engineer - Optical Solutions

Molex possesses a rich heritage in the optical industry. We provide the highest performing and field-proven wavelength management solutions from components, modules to integrated line-cards. Continuous innovation in passive component function integration, miniaturization, and manufacturing automation, cutting edge WSS and amplification technology and comprehensive optical, mechanical, electrical and software design capabilities enable us to serve the needs of high-density, high-bandwidth, and flexible optical networks of telecom, datacom, hyperscale datacenter and supercomputing.

In Fremont, CA, we serve global clients in telecom and datacom industries in providing innovative optical modules to support our customer’s next generation networks. We are looking for aField Application Engineerto join our team in supporting Molex major customers.

Field Application (support) Engineer (FAE)is a professional providing quality technical support and meeting the daily debugging and repair needs of the customer equipment in the field. The FAEworks with customers, on the phone and in-person, to answer technical questions about the products and solve relatedtechnicalissues.

With effective communication skills, the FAE establishes and maintains proper relationships with customers and co-workers as well as performing necessary administrative and other duties as required. With hands-on experiences and ownership of the technical issues, the FAE employs practices to minimize the occurrence of network connectivity issues. Thus, the effective implementation of these duties is vital to ensure the success for Molex optical communications system products.

What You Will Do

• Troubleshooting support services including receiving requests via help desk, phone, email, or in-person, entering requests into ticketing system
• Provide On-Site Support: may require working after hours as well as a presence on-site as required.
• Collaborates with peers in the organization to devise suggestions for expediting maintenance and troubleshooting procedures, and documents all relevant field activities
• Troubleshooting and Debugging: confers with customers in initial deployment troubleshooting, including debugging new hardware and software
• Operation & Maintenance: offers guidance and training to the client personnel to educate them about the product operation and maintenance procedures
• Sustains necessary facility support with analyzing issues and giving suggestions in a timely manner
• Function as the first and main point of contact for customers on any complaints, inquiries, and systems issues. Develop technical relationships and maintain high customer satisfaction
• Collaborate with customers to clarify/ identify faults related to hardware, software, configuration, networking, power supply problems, etc.
• Update tickets with progress and solution.
• Assess and validate RMA/Advance Replacement. work with R&D and QA to conduct root cause analysis and archive conclusions
• Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules
• Review data to identify emerging failure trends and provide recommendations to reduce network down time and improve maintenance practices, and advise on equipment configuration and workflow.
• Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams.
• Update technical manual and reference guides with the recent product updates and developments.
• Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring-up.
• Eligible to travel extensively worldwide on short notice.

Who You Are (Basic Qualifications)

• Bachelor’s in optical networking, electrical engineering, or related field
• 3+ years of experience in customer service positions involving technical support.
• Experience with Optical Communication Systems andrelevant technical field knowledge.
• Excellent analytical, interpersonal and communication skills with decision-making, problem resolution and creative thinking skills.
• Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
• The ability to lift and carry item that can weigh up to 50 lbs.

What Will Put You Ahead

• Be a resourceful initiative-taker, working independently without direct supervision in a fast-paced entrepreneurial environment with ability to adapt to changing circumstances.
• Ability to productively multi-task activities with shifting priorities in a pressurized environment.
• Proven customer success record of being dependable and accountable for all aspects of the job.
• Possess expert level of knowledge and customer applications of network hardware, software, and configuration in optical communications systems with the latest technological trends.
• Demonstrate strong problem-solving abilities and critical thinking throughcombining technical knowledge with real world maintenance experience.
• Fluent in English and Chinese

For this role, we anticipate paying $100,000 - $120,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.