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About the Role

This Field Support Engineer role at Signify in Austin, TX, offers an exciting opportunity.

Responsibilities

• Troubleshoot and analyze high-volume warranty claims to determine root cause and develop effective resolution plans.
• Own end-to-end customer claims, ensuring timely progress from intake through closure.
• Coordinate material intake visibility, track investigation workflows, and manage prioritization and escalations.
• Monitor and coordinate inventory availability for RMA and failure analysis materials.
• Support warehouse-based FA operations through workflow coordination, material tracking, and process standardization to improve service throughput, turnaround time, and accountability.
• Partner with Field Quality Engineers, warehouse, and engineering teams to identify systemic issues, recommend corrective actions, and resolve customer issues.
• Ensure fulfillment of documentation for service-related issues and resolutions.
• Properly document all relevant information in ticketing systems and knowledge databases.
• Manage Customer NPS (CNPS) and transactional NPS survey programs.
• Promote continuous improvement by analyzing customer feedback trends, gaps, and opportunities, delivering actionable insights to leadership teams.
• Develop and maintain KPI reporting related to customer experience, warranty resolution performance, failure analysis throughput, and overall operational effectiveness.

Requirements

• Proven track record of troubleshooting issues and driving customer satisfaction.
• Experience supporting warranty operations, technical troubleshooting, root cause investigations, or quality-related service processes in a fast-paced environment (preferred).
• Ability to successfully manage multiple claims and priorities simultaneously.
• Ability to clearly convey technical information, manage customer interactions, and collaborate effectively across cross-functional teams.
• Proficiency in Microsoft Excel (pivot tables, VLOOKUP, etc.) and SAP.
• C4C (Cloud for Customer) experience (a plus).
• Legally authorized to work in the United States without current or future company sponsorship needs.

Skills

• Troubleshooting
• Customer satisfaction
• Written communication
• Verbal communication
• Microsoft Excel (pivot tables, VLOOKUP)
• SAP
• C4C (Cloud for Customer)

Location

• Austin, TX

Experience Level

• 2+ years of experience in high-volume technical customer service management

Education Level

• Bachelor’s degree in engineering or a related field

Salary/Compensations

• $67,200 – $98,549 (based on experience)
• Target bonus opportunity: 5%

Benefits

• Company subsidized medical benefits plan
• Health Savings Account
• Dental insurance
• 401K retirement plan with company match
• Employee Stock Purchase Plan (ESPP)
• Paid Time Off (vacation, holidays/personal days)
• Tuition reimbursement
• Product discounts
• Supplemental life insurance (available for purchase)
• Dependent life insurance (available for purchase)
• Vision insurance (available for purchase)
• Accidental Death & Dismemberment insurance (available for purchase)
• Health care flexible spending account (available for purchase)
• Dependent care flexible spending account (available for purchase)

About the Company

• Signify leads the lighting industry through bold discovery and cutting-edge innovation.
• The company is vital for the future of our planet.
• Leadership in connected lighting and the Internet of Things drives new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.
• Signify offers the opportunity to shape tomorrow by building on a 125+ year legacy and working toward bolder sustainability goals.
• The culture fosters continuous learning, creativity, diversity, and inclusion, empowering skill and career growth.
• The company aims to transform the industry, making a lasting difference for brighter lives and a better world.
• Signify encourages, supports, and challenges employees for lasting career growth.
• The company provides coaching and mentoring for learning and progression.
• Signify values its 27,000+ people and listens to every voice.
• With a global workforce in 70+ countries, Signify is dedicated to creating an inclusive environment where every voice is heard and valued.

Equal Opportunity

• A diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas.
• Signify is dedicated to creating an inclusive environment where every voice is heard and valued.