Your Job

The Field Applications Engineer will collaborate with customers, both remotely and in-person, to address technical inquiries, provide solutions to technical issues, and ensure high customer satisfaction. Working closely with multi-disciplinary global teams, including sales and marketing, product line managers, and R&D teams, you will play a vital role in driving our innovative optical modules supporting our customers' next-generation networks.

Our Team

Molex possesses a rich heritage in the optical industry, delivering high-performance wavelength management solutions from components and modules to integrated line-cards. With continuous innovation in passive component integration, miniaturization, and manufacturing automation, as well as cutting-edge WSS and amplification technology, we cater to the needs of high-density, high-bandwidth, and flexible optical networks in telecom, datacom, hyperscale data centers, 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. This team will be responsible for optical line system (OLS) design, development, and customer technical support.

What You Will Do

• Serve as the primary point of contact for customers, handling complaints, inquiries, and system issues. Develop strong technical relationships and maintain a high level of customer satisfaction.
• Collaborate with global TAC teams, ensuring timely response to customer tickets, clarifying and identifying faults related to hardware, software, configuration, networking, power supply problems, etc. Update tickets with progress and solution information.
• Provide troubleshooting support remotely or on-site by analyzing issues, conducting research, developing resolutions, and utilizing escalation processes to resolve customer service issues effectively.
• Assess and validate RMA/Advance Replacement. Collaborate with R&D and QA teams to conduct root cause analysis and maintain properly calibrated test equipment and test beds in the lab to reproduce field issues and evaluate/repair faulty modules.
• Maintain accurate records of all customer issues and requests, including resolution procedures, dates, times, and involved individuals. Review data to identify emerging failure trends, provide recommendations to reduce network downtime, improve maintenance practices, and advise on equipment configuration and workflow.
• Conduct training sessions and provide product guidance to customers on system operation. Communicate customer requirements to sales, marketing, PLM, and engineering teams. Update technical manuals and reference guides with the latest product updates and developments.
• Collaborate with customers during product evaluations, ensuring technical milestones are met. Work as part of a team of product verification experts, analyzing and improving verification solutions for system validation, verification, and software bring-up.
• Support technical interchange meetings and contribute to program plans development, including problem analysis, engineering dispositions, and in-house technical support. Review technical issues, define design deficiencies, and provide valuable product feedback to R&D teams.
• Be available to work in both field and lab settings. While the average duty hours do not extend beyond forty hours per week, occasional extra hours and rescheduling may be required based on client appointments. Eligibility to travel worldwide on short notice is essential.

Who You Are (Basic Qualifications)

• Bachelor's or Master's degree in computer science/engineering, electrical engineering, or related technical field or discipline
• 3+ years of experience in customer service positions involving technical support.
• Advanced knowledge of customer applications of network hardware, software, and configuration in optical communications systems with the latest technological trends.
• Proficiency in using office software, remote communication tools, helpdesk platforms, and project management software.
• The ability to lift and carry item that can weigh up to 50 lbs.

What Will Put You Ahead

• Master's degree in optical networking, communications, or related technical field or discipline
• Minimum of 5 years of experience in optical communication systems and relevant technical field support.
• Fluent in English and Mandarin

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy. For this role, we anticipate paying $130,000 - $180,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

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 visit the following website for additional information: http://www.kochcareers.com/doc/Everify.pdf

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