Black River Systems Company, a small, established research-oriented engineering firm headquartered in Utica, NY, is looking for a Customer Service Engineer. We are looking for someone who is experienced in delivering technical customer support and achieving customer satisfaction. They will be responsible for working directly with USG customers to troubleshoot system issues and work to resolve them with the internal team. This position will support multiple Black River government programs, and the qualified candidate will need to demonstrate problem solving acumen, concise communication, accurate root cause analysis and persistence to identify and resolve reported issues afield. Their technical expertise work with a small call center (customer service and maintenance team) and collaborate with those resources to meet KPIs. Responsibilities: Provide technical support to customers via the Help Desk (Take Calls, Enter New Cases, Facilitate resolution to cases, follow-up on existing cases) Develop Subject Matter Expertise on complex Electronic Warfare systems to determine root cause on failures afield Maintain Gitlab repository of Open Help Desk Cases Develop Technical Service Bulletins and communications for fielded systems and customers. Evolve preventative maintenance plans as necessary to prevent failures afield. Strong communication, documentation, and collaborative/teamwork skills are a must. Staying calm under pressure while being very organized to analyze data and translate their findings into easy-to-understand reports. Ensure customer satisfaction within the bounds of the contracts and financial requirements. Problem solving skills are required. Position Requirements: Associates or Bachelors degree in Business, Management, Engineering Technology or related field required. In addition, related industry experience doing similar work is required (8+ years for AS or 4+ years for BS). Previous program customer service experience for complex systems. Solid communication, documentation, and collaborative/teamwork skills. Strong written and oral communication skills. * US citizenship - must have or be eligible for a Department of Defense security clearance. Black River Systems is a small, growing employee-owned company committed to advancing our employees quality of life on the job. We offer a competitive salary and an excellent benefits package. We are looking for an exceptional employee with strong technical skills and a personality suited to the small business environment. If you feel you qualify, please send your resume to: Black River Systems Co., Inc. 162 Genesee Street Utica, NY 13502 (315)732-7385 Or you may email hr@brsc.com Black River Systems is an EEO/AA employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability or veteran status, or any other basis protected by federal law. In addition, Black River Systems Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which we have facilities and employees.

Black River Systems Company, Inc

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Technical Support Engineer