Product Support Engineer

  • Baseball Customer Service & Support
  • Scottsdale, United States

Product Support Engineer

Job description

Are you ambitious, self-driven and willing to go the extra mile? Then you should join our successful TrackMan Golf, Range, and Baseball Operations team!

We are seeking a Product Support Engineer to join our Operational Engineering team responsible for supporting our large and growing portfolio of clients and products. TrackMan’s proprietary technology captures data and video from hundreds of golf ranges, indoor simulators, and baseball stadiums across the globe at the professional, collegiate, and top amateur levels. The Product Support Engineer is a technically skilled professional level position with a focused knowledge base within Technical Support. Assignments are broad, challenging, and ever-evolving as are our TrackMan products and company!

Responsibilities include but are not limited to:

  • Apply independent judgement, engineering principles, and sports acumen (golf in particular) to resolve a variety of product or customer related issues
  • Establish ownership of the case and the customer relationship by providing accurate solutions and prompt communication
  • Follow standard operating procedures for efficient escalation of unresolved cases
  • Effectively provide the appropriate solutions and support for presales situations
  • Diagnose, troubleshoot and identify solutions to resolve customer issues for post sales situations
  • Manage work load by appropriately working independently and with the team
  • Perform benchmark testing and compatibility testing
  • Test products for RMA and properly logging the case information
  • Document knowledge-based tech notes and articles
  • Test field issue fixes made by engineering
  • Serve as a customer advocate
  • Work across all functions of the organization and with global teams and customers
  • Supporting and participating in overall product development, ideation and design
  • Other projects and tasks may be assigned to accommodate the changing needs of the department and the Company

Requirements

  • Bachelor of Science in engineering or other applicable degree
  • Background and experience with golf
  • Minimum 1-3 years of experience in a similar role
  • Knowledge of signal processing
  • Understanding of Doppler radar technology
  • Communicates effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one.
  • Proven statistics and quantitative analysis skills and experience
  • Proven experience troubleshooting complex systems from a SW and HW POV
  • Experience with SQL, Python, C++, and C# is a plus
  • Highly detail oriented
  • Self-starter, comfortable working in a dynamic environment with limited oversight
  • Ability to learn and apply the use of department, job, and role specific policies, processes, procedures and technologies.
  • Ability to travel domestically and internationally
  • Action-oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm. Can-do attitude; Steps-up to challenges; Bias for action
  • Able to interact personably with a diverse group of colleagues and customers
  • Customer focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer
  • Decision quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making
  • Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals. Empowers; Invites input; Fosters visibility and ownership


We offer:

  • A competitive compensation and benefits package
  • The chance to work with a dynamic and global team
  • The opportunity to make a major impact in a company on the leading edge of technology, data, and sports