Technical Support Engineer

Employer: Luna Innovations Incorporated
Job Location: Blacksburg, Virginia
Category: Engineering/Electrical/Mechanical, Research
Employment Type: Full Time
Last Updated: 11/4/2020
Closing Date: 12/21/2020
Luna Innovations Incorporated
Luna Innovations Incorporated (www.lunainc.com) is a leader in optical technology, providing unique capabilities in high speed optoelectronics and high performance fiber optic test products for the telecommunications industry and distributed fiber optic sensing for the aerospace and automotive industries. Luna is organized into two business segments, which work closely together to turn ideas into products: a Technology Development segment and a Products and Licensing segment.
http://www.lunainc.com
Job Description

Technical Support Engineer

Luna Innovations requires a Technical Support Engineer for post-sales support activities for Luna Lightwave products produced in the Atlanta operations.  These products enhance the safety, security and wellbeing of people by producing high performance, simple-to-deploy measurement sensors systems for large scale installations of greater than 100 points that cover a large physical area. The Technical Support Engineer will work closely with Luna’s outside sales team and sales channel partners to manage and resolve customer issues and questions as they arise.

Responsibilities

• Interact with customers via phone, e-mail, and other messaging tools in a timely and accurate manner to resolve technical issues.
• Serve as liaison between the customer support team and the customer to improve customer experience and internal processes.
• Analyze customer-identified opportunities for improvement and lead appropriate corrective actions.
• Assist customers directly and, as appropriate, collaborate with colleagues to develop solutions.
• Track all customer support inquiries in central database.
• Develop and improve customer service programs to provide outstanding service.
• Prepare documentation and reports on customer interactions for future reference.
• Develop and deliver customer training on Luna products.
• Develop and maintain in-depth product knowledge.
• Edit/create and own customer-facing technical documentation.
• Coordinate with quality team to gather feedback on Luna’s products and services via customer satisfaction surveys.
 • Provide customer feedback to technical and marketing teams to develop processes for better serving customers.

Requirements:

• Excellent communication and problem-solving skills.
• The ability to prioritize initiatives and multi-task.
• 2+ years of experience interfacing with customers on technical issues and products.
• Experience using, or ability to quickly learn, help desk software and remote support tools.
• Bachelor’s degree in a technical field like engineering, physics or electronics technology or equivalent experience.
• Experience with Salesforce.com or other CRM system is a plus.
• Basic programming aptitude.
• The ability to lift up to 30 pounds.
 • The ability to travel up to 10%.

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