Professional Services Engineer

Description:

Summary: Infinera Professional Services Engineers are highly skilled individuals who have expert knowledge of all Infinera products and applications. These engineers provide the first point of contact for Infinera customers for all Services and Support activities. In addition the Professional Services engineers work closely with Infinera partners, EF&I, SLTE, TAC, Account team, all other Infinera departments and directly with the customer to ensure that our customers receive the World Class Infinera Support.
 

• Proficient in all supported releases of Infinera products
• Proficient in presenting a demonstration to customers of the Infinera Equipment
• Provide technical assistance to Infinera customers from product trial through implementation
• Manage operational aspects of customer trials and deployment including:
  • Resolving customer-identified problems
  • Representing Support in customer AIR meetings
  • Generating Ops review reports and delivering Ops reviews to the customer
  • Driving customer interests within Infinera
  • Communicating to HQ
  • Providing technical expertise to local account teams
• Plan, manage and execute SOW/contract deliverables for Infinera Professional Services offerings
• Assist in customer-specific test plan
• Customer management of high visibility technical issues
• Lead in technical meetings with customers
• Type Approval Testing (TAT) for SW releases
• Lab trials and field trials
• Audit and present customer operations reviews
• Providing onsite support during deployment to ensure customers easily integrate Infinera into their operations
• Playing an active role in kick off meetings to ensure customers are covered for all aspects of Operations – Training, Service Logistics, TAC, etc
• Writing of Method of Procedures (MOP) for technical activities

The position includes acting as a sales representative of technical services. The Professional Engineer have extensive knowledge about the technology and fusing their technical expertise with their services sales skills, Professional Engineer manage to sell various technical services to potential clients. The job description involves providing solutions to technical queries of clients, marketing the services, and attending customers meeting. Another facet of Professional Services Engineer is to work in tandem with Business Development to analyze the success of the services solution and eliminating solution gaps. Extensive traveling and frequent meetings with customers is an integral part of a professional services engineer’s job duties.