Molex
Field Application Engineer – Optical Solutions
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Field Application Engineer – Optical Solutions
role at
Molex .
Molex possesses a rich heritage in the optical industry. We provide the highest performing and field‑proven wavelength management solutions from components, modules to integrated line‑cards. Continuous innovation in passive component function integration, miniaturization, and manufacturing automation, cutting‑edge WSS and amplification technology and comprehensive optical, mechanical, electrical and software design capabilities enable us to serve the needs of high‑density, high‑bandwidth, and flexible optical networks of telecom, datacom, hyperscale datacenter and supercomputing.
In Fremont, CA, we serve global clients in telecom and datacom industries in providing innovative optical modules to support our customer’s next‑generation networks. We are looking for a Field Application Engineer to join our team in supporting Molex major customers.
What You Will Do
Provide On‑Site Support. This position may require working after hours as well as presence on‑site as required. Collaborate with peers to expedite maintenance and troubleshooting procedures, and document all relevant field activities.
Troubleshooting and Debugging. Confer with customers in initial deployment troubleshooting, including debugging new hardware and software. Must have a good understanding of optical networks and consult relevant information of the client network when making troubleshooting decisions.
Operation & Maintenance. Offer guidance and training to client personnel to educate them about the product operation and maintenance procedures. Sustain necessary facility support with analyzing issues and giving timely suggestions.
First point of contact for customers on any complaints, inquiries, and system issues. Develop technical relationships and maintain high customer satisfaction.
Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Clarify/identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root‑cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
Review data to identify emerging failure trends and provide recommendations to reduce network downtime and improve maintenance practices, and advise on equipment configuration and workflow.
Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with recent product updates and developments.
Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring‑up.
Work on the field and in the lab. Normal average duty hours do not extend beyond forty hours per week, but the FAE should be available 24x7 and may sometimes need to work extra hours and reschedule work depending on clients’ appointments. The FAE should be eligible to travel extensively worldwide on short notice.
Basic Qualifications
Bachelor’s or Master’s degree in optical networking, electrical engineering, or related fields.
3+ years of experience in customer service positions involving technical support.
Experience with Optical Communication Systems and relevant technical field knowledge.
Excellent analytical, interpersonal and communication skills with decision‑making, problem resolution and creative thinking skills. Strong planning and organization skills with an ability to prioritize work.
Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
Capacity to lift and carry items that can weigh up to 50 lbs.
What Will Put You Ahead
Resourceful initiative‑taker, working independently without direct supervision in a fast‑paced entrepreneurial environment with ability to adapt to changing circumstances.
Ability to multi‑task activities with shifting priorities in a pressurized environment.
Proven customer success record of being dependable and accountable for all aspects of the job.
Expert level knowledge and customer applications of network hardware, software, and configuration in optical communication systems with the latest technological trends.
Strong problem‑solving abilities and critical thinking through combining technical knowledge with real‑world maintenance experience.
Fluent in English and Chinese.
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E‑Verify. Please click here for additional information.
#J-18808-Ljbffr
Field Application Engineer – Optical Solutions
role at
Molex .
Molex possesses a rich heritage in the optical industry. We provide the highest performing and field‑proven wavelength management solutions from components, modules to integrated line‑cards. Continuous innovation in passive component function integration, miniaturization, and manufacturing automation, cutting‑edge WSS and amplification technology and comprehensive optical, mechanical, electrical and software design capabilities enable us to serve the needs of high‑density, high‑bandwidth, and flexible optical networks of telecom, datacom, hyperscale datacenter and supercomputing.
In Fremont, CA, we serve global clients in telecom and datacom industries in providing innovative optical modules to support our customer’s next‑generation networks. We are looking for a Field Application Engineer to join our team in supporting Molex major customers.
What You Will Do
Provide On‑Site Support. This position may require working after hours as well as presence on‑site as required. Collaborate with peers to expedite maintenance and troubleshooting procedures, and document all relevant field activities.
Troubleshooting and Debugging. Confer with customers in initial deployment troubleshooting, including debugging new hardware and software. Must have a good understanding of optical networks and consult relevant information of the client network when making troubleshooting decisions.
Operation & Maintenance. Offer guidance and training to client personnel to educate them about the product operation and maintenance procedures. Sustain necessary facility support with analyzing issues and giving timely suggestions.
First point of contact for customers on any complaints, inquiries, and system issues. Develop technical relationships and maintain high customer satisfaction.
Monitor tickets 24x7, respond to customers per SLA and notify technical support team in time. Clarify/identify faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution.
Assess and validate RMA/Advance Replacement. Work with R&D and QA to conduct root‑cause analysis and archive conclusions. Maintain tools, properly calibrated test equipment and test bed in the lab to reproduce field issues and evaluate/repair faulty modules.
Review data to identify emerging failure trends and provide recommendations to reduce network downtime and improve maintenance practices, and advise on equipment configuration and workflow.
Conduct training and provide product guidance to customers on system operation. Understand and convey customer requirements to sales/marketing/PLM and engineering teams. Update technical manual and reference guides with recent product updates and developments.
Work directly with customers during product evaluations to ensure technical milestones are met. As part of a team of product verification experts, analyze and improve verification solutions for system validation, verification, software bring‑up.
Work on the field and in the lab. Normal average duty hours do not extend beyond forty hours per week, but the FAE should be available 24x7 and may sometimes need to work extra hours and reschedule work depending on clients’ appointments. The FAE should be eligible to travel extensively worldwide on short notice.
Basic Qualifications
Bachelor’s or Master’s degree in optical networking, electrical engineering, or related fields.
3+ years of experience in customer service positions involving technical support.
Experience with Optical Communication Systems and relevant technical field knowledge.
Excellent analytical, interpersonal and communication skills with decision‑making, problem resolution and creative thinking skills. Strong planning and organization skills with an ability to prioritize work.
Ability to work with internal and external teams using office software, remote communication tools, helpdesk platform and project management software.
Capacity to lift and carry items that can weigh up to 50 lbs.
What Will Put You Ahead
Resourceful initiative‑taker, working independently without direct supervision in a fast‑paced entrepreneurial environment with ability to adapt to changing circumstances.
Ability to multi‑task activities with shifting priorities in a pressurized environment.
Proven customer success record of being dependable and accountable for all aspects of the job.
Expert level knowledge and customer applications of network hardware, software, and configuration in optical communication systems with the latest technological trends.
Strong problem‑solving abilities and critical thinking through combining technical knowledge with real‑world maintenance experience.
Fluent in English and Chinese.
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E‑Verify. Please click here for additional information.
#J-18808-Ljbffr