Product Support Engineer- Optical Connectivity

Product Support Engineer

About Molex: Molex is a global leader in connectivity solutions, delivering innovative products and services to empower industries worldwide.

Our Optical Connectivity Group specializes in cutting-edge optical technologies, enabling high-performance data transmission for a wide range of applications.

Job Summary: Molex is seeking a skilled Technical Assistance Center Lead.

This role is responsible for overseeing technical support operations, ensuring exceptional service to both internal and external customers.

This position will drive timely and accurate responses to customer inquiries, facilitate product quoting in collaboration with Customer Service Managers (CSMs), and maintain high standards of customer satisfaction.

This position requires minimal travel and focuses on delivering rapid, reliable support for Molex's optical solutions.

Key Responsibilities


* Provide high-quality assistance for Molex optical products.

• Provide technical support for pre- and post-sales activities, addressing technical inquiries and resolving issues for both clients and internal teams.

Internal teams include Customer Service Managers (CSMs), PLM, Sales and Business Development


* Partner CSMs to ensure accurate and efficient quoting of optical products based on customer requirements.


* Develop and implement processes to enhance the speed and effectiveness of technical support and customer service delivery.


* Maintain up-to-date knowledge of Molex optical solutions and industry trends to provide informed support and recommendations.


* Monitor and report TAC performance metrics, ensuring alignment with customer satisfaction and business goals.

• Consult on new product development and collaborate with cross-functional teams to drive innovation.


* Train and mentor team members to enhance technical expertise and customer service skills.


* Ensure compliance with company policies, procedures, and quality standards in all customer interactions.

Who You Are (Basic Qualifications)

• A bachelor's degree in engineering, computer science, or a related discipline is required.


* Strong understanding of optical connectivity solutions, including fiber optics and related technologies.


* Proven ability to manage and resolve complex technical inquiries with a customer-focused approach.


* Excellent communication and interpersonal skills to collaborate with internal teams and external customers.


* Experience working with Customer Service Managers or sales teams to facilitate product quoting and order processing.


* Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.


* Proficiency in CRM systems, technical support tools, and Microsoft Office Suite.

What Will Put You Ahead


* Experience in the optical connectivity or telecommunications industry.


* Familiarity with Molex products and solutions.


* Knowledge of ERP systems (e.g.

SAP) f...