Principal Engineer, Applications

Location: Santa Clara, CA, United States; Hybrid

Primary Duties & Responsibilities

Customer Technical Support – 60%

• Quick response technical support customer issues or inquiries 
• Work with internal teams to resolve customer issues and complete Root Cause Analysis 
• Provide technical support for PLM and Quality team customer interactions
• Review PLM and R&D product specifications, providing real-world feedback to new product development 
• Review and/or propose test scope and detailed plan. 
• Review with R&D team and conduct any necessary pre-testing to ensure trial success
• Perform testing at customer site as required

 

Customer Demo and Trial Support - 30%

• Review and/or propose test scope and detailed plan. 
• Review with R&D team and conduct any necessary pre-testing to ensure trial success
• Perform testing at customer site as required

Technical Training and Documentation – 20%

• New product installation and operation training for the front line customer support team
• Provide technical Customer Installation and Operating documentation

Education & Experience

• M.Sc. or B.Sc. degree in Electrical Engineering, Computer Science or Physics
• 8+ years working experience in optical communication companies as technical support manager or engineer, development engineer or system verification engineer.
• Experience with the following technologies: Coherent optical transceivers, DWDM, OTN, optical network architectures, and network management protocols.
• Experience investigating field issues and RMA support
• Experience using and troubleshooting network management system
• Experience in coding Python script is preferred. 
• Experience in product development is preferred.

Skills

• Travel 25% to 33% of time, to meet customer support needs
• 7x24 on-call support
• Strong communication and negotiation skills
• Creative, analytical and structured problem-solving capability

Team oriented and a self-starter

Working Conditions

• Working conditions typical of a climate controlled and professional office environment. This role routinely requires use of standard office equipment such as computers, phones, copiers, filing cabinets, etc.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms

Safety Requirements

 

All employees are required to follow the site EHS procedures and Coherent Corp. Corporate EHS standards.

Quality and Environmental Responsibilities

 

Depending on location, this position may be responsible for the execution and maintenance of the ISO 9000, 9001, 14001 and/or other applicable standards that may apply to the relevant roles and responsibilities within the Quality Management System and Environmental Management System.

Culture Commitment

Ensure adherence to company’s values (ICARE) in all aspects of your position at Coherent Corp.:

Integrity – Create an Environment of Trust

Collaboration – Innovate Through the Sharing of Ideas

Accountability – Own the Process and the Outcome

Respect – Recognize the Value in Everyone

Enthusiasm – Find a Sense of Purpose in Work

Coherent Corp. is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

About Us

Coherent is a global leader in lasers, engineered materials and networking components. We are a vertically integrated manufacturing company that develops innovative products for diversified applications in the industrial, optical communications, military, life sciences, semiconductor equipment, and consumer markets. Coherent provides a comprehensive career development platform within an environment that challenges employees to perform at their best, while rewarding excellence and hard-work through a competitive compensation program. Its an exciting opportunity to work for a company that offers stability, longevity and growth. Come Join Us!

Note to recruiters and employment agencies: We will not pay for unsolicited resumes from recruiters and employment agencies unless we have a signed agreement and have required assistance, in writing, for a specific opening.


Job Summary: Technical support of optical network Transmission and Transport products for North American and European customers. Responsibilities include but not limited to: • Support of customer lab trials and pre-sales technical inquiries • Priority assessment of customer field issues teams • Coordinating with front line support and R&D teams, driving resolution of complex customer issues. • Formal tracking of issues from record creation through to resolution and closure • Providing training for both internal team and external customers • Providing lessons learned feedback to internal teams