Under the supervision of the Deployment & Services Manager, Wireless and according to general company policies, you will provide customers with technical assistance via telephone, email, web conference, or on-site. You will be asked to specialize on all wireless protocols with special emphasis on LTE, 3G, 2G and IMS. In addition to traditional technical support, field service, commissioning and on-site training it will give you an opportunity to work face to face with EXFO customers, and be a significant part of your overall contribution.

More specifically, your duties will include the following:

• Providing technical expertise and support for Simulators within the wireless organization
• Supporting key growth territories/customers in China and neighbouring regions to satisfy our clientele with excellent and expert post-sales technical support
• Helping to devise and deliver product based training to our internal and external customers
• Close liaison with global support group, product management and R&D on product compliance and feedback
• Taking responsibility for effective deployment and customer support

For common problems and issues of moderate complexity, you should be able to handle these with little or no assistance. For more complex issues, you are expected to take a leadership role in managing the customer contact and to liaise with other departments to deliver a solution to the customer’s problem.

This is a challenging position where you will be a member of a new Wireless support team in China with regular support from our Global Support office. Frequent travel will be required within China and periodically outside China.

When required, you will also be expected to perform any other task related to this position.

TECHNICAL REQUIREMENTS

• Extensive knowledge of the main wireless technologies and protocols (LTE, 3G, 2G, WCDMA,IMS, etc)
• Excellent computer skills, particularly with Linux OS and Windows OS

REQUIRED SKILLS AND APTITUDES

• Self starter and able to communicate and interact with people at all levels.
• Autonomous, well organized, and results-oriented.
• Possess leadership qualities and good interpersonal and communication skills.
• Ability to learn fast and to adapt to new situations

ACADEMIC AND PROFESSIONAL REQUIREMENTS

Education:  Degree holder in a relevant Telecommunications degree or equivalent

Pertinent experience: At least 4+ years experience in supporting sales or doing post-sales support in telecom

Language requirements: Ability to competently write and speak in English and Chinese

Travel: Available for frequent travel (30% of the time)

 EXFO is an equal-opportunity employer.