Global Software Support Engineer II

1. Manage customer expectation and issues with software releases providing a prioritized list of requests to business unit per platform. Independently learn and investigate customer's high value problem (HVP), systemic bug or software failures. 2. Troubleshoots a variety of complex software problems and broadly collaborates with engineering teams and peer groups to improve product quality. 3. Tracks software performance and quality at external customer sites. Actively feedback customer scenarios and use cases to software test teams to improve product software quality. 4. Performs customer scenario validation for key enhancements. 5. Interfaces with external customers for requirements analysis, prioritization and schedule. 6. Early engagement with product software development team on customer features. Develop Field Readiness and Software Readiness checklists for New Product Introductions. 7. Develop software training programs for Field/Lab techs/Manufacturing engs. 8. Deliver training for junior level engineers in departmental procedures, corporate procedures, and detailed product operation. Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines. Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market. Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements. Explains difficult or sensitive information; works to build consensus.