Position SummaryThe Product Support Engineers at Rand McNally play a crucial role in supporting both current users of Rand McNally products and the product development teams.
They are responsible for day-to-day demonstrations, installation, fault tracing and other support of the complete Rand McNally product portfolio in collaboration with the sales and account management teams.
They also serve an important role as support to the development teams, helping with field trials and other validation activities for new and improved product offerings to meet customer needs and drive business growth.Essential Duties and ResponsibilitiesProduct Development SupportTest hardware and firmware releases and monitor the performance of both lab and field test units.
Summarize behaviour of the tested products and document all KPIs before the official release.Validate issue resolutions included in each firmware update and maintain comprehensive test documentation to ensure future traceability.Monitor device performance daily during staged firmware rollouts, reporting any anomalies or potential new issues in a timely manner.
Conduct user testing and gather feedback from users to refine product features and user experiences.Support in conducting market research to identify trends, customer needs, and competitive landscapes.Customer Product SupportDrive resolution of field issues and other troubleshooting efforts in the region for all device models deployed to our customer base.Serve as a liaison between support and development teams, verifying issues and performing necessary troubleshooting steps before escalating to engineering.Work closely with the engineering team to provide inputs and support throughout the troubleshooting process.Document field issues and troubleshooting steps in a knowledge base for future reference.Escalate identified issues to 3rd-party device vendors and liaise with their support and technical teams to validate the fix and manage any required device updates.Utilise data analytics to track product performance, user engagement, and KPIs.Document standard processes, identify and implement continuous improvements to internal device-related support and maintenance processes.Provide remote and on-site device installation support to customers, the Rand McNally team and 3rd party installation contractors.Manage 3rd party device firmware and configuration updates and maintenance.Minimum Qualifications (Knowledge, Skills, and Abilities)Bachelor's degree or similar in a relevant field.1-2 years of experience and a proven track record of success in product development or support, including experience in technology, consumer electronics, or related industries.Strong analytical and problem-solving skills.Excellent communication and interpersonal skills.Ability to effectively work in cross-functional and distributed teams and drive collaboration.Proficiency in documentation tools such as Jira/Confluence and process driven methodologies.Can-do attitude and data-driven problem-solving mindset.Rand McNally is an equal-opportunity employer.
We welcome and encourage diversity in our workplace.
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