Job Openings

The following job openings have been sent to us at The New England Association of Service & Support Professionals. Please contact the person listed with each opening for further information.

Have a open position? If you have a position that you would like to have listed, please contact our webmaster (and president) Fred Van Bennekom. Note that you must include contact information for those interested in applying for the position. NE*ASSPdoes not have the ability to act as a middleman. Thanks!

Does this work? Yes, it does. Current positions listed are:

Service Engineer, GN Netcom, posted 11-12-06

Technical Support Engineer, Black Duck Software, posted 10-19-06

Customer Support Engineer, Trillium Software (Harte Hanks), posted 8-8-06

Technical Support Representative, MPAY, Waltham

Manager, Product Support Services (reference# 06-116), GN Netcom, posted 7-18-06

Lead/Sr. Application Support Engineer, Sterling Commerce, posted 7-18-06

Contract/Support Administrator (Americas), Web Gauging (Thermo Electron), Process Instruments Division, posted 7-11-06

Systems Engineer (Americas), Web Gauging (Thermo Electron), Process Instruments Division, posted 7-11-06

Sonic Technical Support Manager, Progress Software, posted 7-4-06

Sonic Technical Support Engineer, Progress Software, posted 7-4-06

Customer Services Sales Manager, Caliper Life Sciences, Hopkinton, posted 7-4-06

Manager, Customer Support, Bullhorn, posted 6-1-06

Customer Support Manager, IHS Engineering, posted 3-8-06

Manager, Technical Service (Medical), posted 3-1-06

Technical Support Representative, Metavente, posted 3-1-06

Service Support Engineer, Boston Scientific, posted 3-1-06

Field Service Engineer- Boston Region, Boston Scientific, posted 3-1-06

Telesales Representative-Biotech, posted 3-1-06

Application Support Services Technical Consultant, Endeca, posted 2-1-06

Associate Technical Support Engineer, Endeca, posted 2-1-06

Technical Support Engineer Endeca, posted 2-1-06

Service Engineer, GN Netcom

Responsibilities.

Act as a Tier IV technical resource for both internal colleagues in Product Support and business partners. Collaborate with Team Leads on resolving technical issues using the Customer Complaint process. Work with regional product managers to transfer new product knowledge in order to develop training materials for Product Support and train team leads. Gather and analyze customer data to present and drive action in upstream product development and manufacturing processes. Respond to requests from field sales colleagues for on-site support during implementations and to troubleshoot installations when all remote actions have not resolved an issue.

Requirements.

BS degree in Acoustical, Electrical, or Software Engineering, Computer Science or related field. 5-7 years experience in the headset, telephony or cell phone industry or rebated field, supporting wireless consumer and office products plus 3 years experience in sales or service, ideally with a business to consumer focus

Experience developing training content for train-the-trainer programs; experience delivering training ideal. Proficiency with Microsoft Office applications; comfortable with database tracking and reporting.

Understanding of Bluetooth technology, VOIP

Skill with basic electronic testing tools and development of on-line support tools.

Problem Solving/ Innovation, Teamwork, Influence/ Credibility, Initiative

Accountability/ Ownership and Quality Focus.

Travel Requirements: As needed to support field sales activity; about 25%

Please visit us on the web at www.gnnetcom.com to apply or contact:

Anne Marie Drago

adrago@gnnetcom.com

Call 603-821-2381

Fax 603-594-4726

Technical Support Engineer, Black Duck Software, Waltham

Skills: LINUX, Red Hat, SUSE

Location: Waltham, MA

Job description: Responsibilities:

Provide telephone based technical and product usage support to Black Duck customers and evaluators.

Support areas include installation troubleshooting, product configuration assistance, hardward/operating system troubleshooting related to proper Black Duck product operation, and troubleshooting improper product operation and/or erroneous product usage.

Interface with Engineering department to resolve customer issues and communicate product issues and potential enhancements.

Work with pre sales engineering team to provide technical support for sales activities, assist with demonstration set ups and attend sales calls as a technical expert where needed.

Proactively coordinate with Black Duck Sales department, fostering customer relationships, providing preventative advice to mitigate problems, to achieve high customer satisfaction. Disseminate potential sales opportunities.

Assist with customer communications including technical product announcements, shipping DVD media, and upgrade recommendations.

Qualifications:

1 to 4 years of customer facing, technical support experience.

Strong Hands-on operational and administrative knowledge of Linux, primarily Red Hat or SUSE

Previous experience providing support in an organization, preferably with close associate with sales and engineering organizations.

Demonstrated commitment to providing high level customer satisfaction

Experience with troubleshooting Internet communication issues involving corporate firewalls

Outstanding verbal communication skills-ability to ask questions, parse answers for facts and effectively communicate back to the customer what to expect as support tickets are resolved.

Travel required: none Telecommute: no.

Please contact via email: Tony Sullivan. No agencies, please.

Customer Support Engineer, Trillium Software (Harte Hanks), Billerica

Objective:

Provide customer support for real time implementations of the world leading data cleansing software engine, Trillium Software.

Provide technical customer application support for the Trillium Software third party integrated product suite.

Duties and Responsibilities:

Assist Trillium Software customers with the debugging of programs during the implementation phase of their project. This will be accomplished by phone and email.

Provide support to the sales team when presenting Trillium Software to potential clients looking to use the product in an online environment.

Limited travel may be required in some instances.

Provide technical support via email and phone to users of the Trillium Software third party integrated product suite.

Assist the Trillium Software Technical Support Team providing all levels of technical support via email and phone to users of the Trillium Software System.

Requirements:

Exceptional customer service and troubleshooting skills

Additional experience highly desired in any of the following areas: Java, XML, C++, HTML, Visual Basic, C#.

BS in computer science or related field.

Knowledge of databases and/or ETL and CRM tools would be helpful.

The applicant must possess the ability to work independently and work well in a team environment.

Ability to communicate well verbally and in writing required.

Good organizational skills with ability to document events, processes, and issues.

Interested candidates should send me letters of interest/resumes to Lisa Houghton.

Technical Support Representative, MPAY, Waltham

MPAY Software produces high-end enterprise software applications for the Payroll/HR industry and has been in business since 1996. Our applications are being used by independent payroll providers across the country to produce tens of millions of checks each year. Our rapidly growing company is currently seeking a Technical Support Representative to enhance our Support team. This is a perfect opportunity for a professional with prior experience in the payroll services industry to take their career to the next level and enable our company to better support its clients.

Job Responsibilities include:

Provide first-line client support for all applications and products.

Assist clients with needs, requests and issues via telephone or email in a timely manner.

Monitor and troubleshoot support incidents in Visual Intercept to ensure timely resolution.

Research and resolve complex issues related to payroll and service bureau procedures.

Support internal employee questions and act as a payroll mentor for fellow Support reps.

Gather required information from clients and escalate issues to other internal resources according to pre-defined process as required.

The successful candidate will have knowledge/experience in the following:

Windows Environment/Networking - Understanding of ODBC connections, Windows Services, ability to troubleshoot various Window environment problems.

Computer system proficiency. Ability to install/remove/upgrade applications. Ability to be a PC tech in-house.

Printers - Ability to troubleshoot and resolve printer problems (driver conflicts, sharing problems, PCL compatibility issues, etc).

Scripting - Windows scripting (VBScript). JavaScript or a high-level language that should be adequate.

SQL - Ability to run AdHoc queries (select statements, joining tables, updates, etc.). Understanding of how Microsoft SQL Server works.

Crystal Reports - Basic understanding of how they work. Ability to develop reports is a bonus.

Knowledge of Microsoft Office products.

Strong ability to troubleshoot, design and execute tests to isolate issues.

Excellent oral and written communication in conjunction with presentation skills.

Able to work autonomously and with excellent time management skills.

Ability to work with others in a team environment is required.

The ultimate candidate will have knowledge/experience in the following:

(not a requirement but a substantial attribute)

2-3 years payroll service provider experience preferably using our M3 application or with ADP, Paychex, Ceridien or another payroll service provider. This would include most of the following: payroll processing for third parties, special payrolls (adjustments, 3rd Party Checks), quarterly processing, amended returns, SBGL handling, ACH/EFT file generation, tax rate/id changes, and conversions.

If you are interested in becoming a member of our team, please forward your Cover Letter, Resume, and Salary Requirement to amarsh@mpay.com. Please place “Job Code TSR1” in the subject line to aide us in processing applications.

Candidates should apply by email only - no phone calls please. MPAY Software is an equal opportunity employer.

Manager, Product Support Services (reference# 06-116), GN Netcom

Job Description:

Overview:

Lead the Product Support Services (PSS) team. Help to define and deliver the PSS Strategy to support all North American customers and end users. Assure alignment of service data to drive actions within these functions that increase customer satisfaction with products and services. Support new profitable service products to increase service revenues in order to fund new service offerings and higher service levels. Utilize effective employee and organizational development as a means to achieve goals.

Responsibilities:

Develop a technically strong and motivated team to support customer post sales service needs. Develop contact center processes and business practices that align with business strategy. Define requirements to support processes and desired service levels; implements systems and tools to drive effectiveness and efficiency. Act as service subject matter expert for strategic cross functional initiatives to achieve alignment at the employee development. Execute contact center strategy, goals and organizational opportunities and threats; identifying strategic choices and related obstacles, risks and benefits; benchmarking with internal and external service organizations; working with Sales and Marketing Managers to understand their business strategies and the potential technologies in order to define impacts on service and to proactively develop contact service level targets to support strategy. Assist in updating the strategy annually to account for changes in business and customer requirements. Over the long term, assist in the evolution of the strategy as significant business requirements and opportunities arise.

Job Requirements:

The desired applicant will have five to ten years of related service experience; 5 years management experience, including managing a technical contact center. This position requires a knowledge of contact center tools such as telephony (Cisco preferred) and enterprise systems (Navision a plus); experience with contact center resource planning and workforce scheduling; competency with Microsoft Office applications; and an ability to manage according to Key Performance Indicators as will as a Bachelor's degree (MBA desired). The successful candidate will demonstrate competencies with influence and credibility; accountability; employee development and performance management as well as business ownership.

Please visit us on the web at www.gnnetcom.com to apply. (reference# 06-116) or contact:

Anne Marie Drago

adrago@gnnetcom.com

Call 603-821-2381

Fax 603-594-4726

Lead/Sr. Application Support Engineer, Sterling Commerce, Tewksbury

We are looking for highly motivated technology oriented individuals who want to make a difference within a growing corporation and Technical Support organization. They will be the best and the brightest candidates amongst their peers.

Position Description:

This individual will be able to provide technical leadership and be responsible for the support of Sterling’s Suite of Software products based on an advanced web SOA, UNIX, Java, Oracle RDBMS, C and MS SQL Server platforms, XML, web services, application servers like WebLogic or WebSphere using IE browser and standalone applications. Support provided may be in the form of Supply Chain Functional knowledge support, Technical issues troubleshooting, Java code development support, and UNIX and Database administration support. Support may also take the form of programmatic troubleshooting and debugging of System interfaces and User Interfaces. This position will require in-depth troubleshooting of highly complicated issues involving Sterling’s proprietary programs as well as interfaces with third party systems and custom code.

Please forward résumés to :Frank_Tenaglia@stercomm.com.

Contract/Support Administrator (Americas), Web Gauging (Thermo Electron), Process Instruments Division

Overview

The Contract/Support Administrator provides service contract support services and higher level problem communication to the EGS service management team and customers. This person will provide major input to customers and middle/senior level EGS management relative improving system support to ensure the EGS Gauging achieves all support business goals and maximizes Customer Satisfaction.

The Contract/Support Administrator position is multifaceted with involvement, both hands-on and as an advisor to the customer and support team, in all areas of customer support including contract administration, call distribution, call escalation, spare parts support, office administration, support for visiting customers and EGS employees. Additionally, the position is responsible for all contract renewal and new contract administration.

The Contract/Support Administrator position requires an organized person, able to thrive in a high paced environment on both tactical and strategic levels The Contract/Support Administrator will have an excellent understanding of EGS sales and service processes that impact EGS sales and service delivery systems. This individual will be in close contact with field service, logistics management, sales, engineering and manufacturing personnel as well as internal personnel, such as regional managers.

EGS is a Lean manufacturer, and each individual is responsible for personal involvement in lean initiatives and teams that will help EGS thrive in our market. The Contract/Support Administrator will be involved with lean thinking techniques and methods.

Contract/Support Administrator Job Responsibilities

Implementation and administration of service contract and billable administrative policies and processes. Working with Finance and management to ensure Avante’ processes are correct and appropriate for the business operation.

Partner with service management to ensure all service personnel comply with service policies and procedures.

Decision making responsibility for scheduling of time to ensure maximum effectiveness.

When needed, insure the EGS Support Parts system is accurate and able to supply parts to customers and EGS personnel in a timely manner.

Develop processes and policies to ensure maximum efficiency of the service contract business.

Work closely with Service Management, Sales and Logistics to develop viable business information tools

Monitoring performance of ongoing critical problem customer list to assist and make recommendations where possible.

Miscellaneous duties as required.

This position reports to the Director, Global Support.

Minimum Job Requirements:

AS in Business/Administration or an equivalent combination of work/life experience and education.

Excellent Customer Satisfaction skills

Strong interpersonal skills, analysis skills, technical knowledge and English writing/speaking skills.

Previous experience in a fix/break field service environment.

Ability to work flexible hours.

Excellent Computer Skills, specifically in Microsoft Office/Outlook.

Ability to clearly understand engineering and manufacturing operation concepts.

Prior service contract administration experience

To apply, please send email to bob.murray@thermo.com.

Systems Engineer (Americas), Web Gauging (Thermo Electron), Process Instruments Division

Overview

The Systems Engineer provides installation and maintenance services to the EGS customers. This person will provide major input to customers and middle/senior level EGS management relative improving system operations to ensure the EGS gauging system achieves all sold to specifications.

The Systems Engineer position is multifaceted with involvement, both hands-on and as a mentor to the customer and information resource to the manufacturing team, in all areas of gauging system performance. Additionally, the position can provide commissioning throughout the Americas on basic EGS Gauging configurations. In some instances the Systems Engineer will be responsible for working with the EGS Sales Team to facilitate the sale of EGS Gauging Systems.

The Systems Engineer position requires a multitasking individual who is organized and can thrive in a high paced environment on both tactical and strategic levels The Systems Engineer will have an excellent understanding of EGS manufacturing and service processes that impact EGS service delivery systems, corporate profitability and customer satisfaction. This individual will be in close contact with the Wilmington Support Center, sales, engineering and manufacturing personnel as well as internal personnel.

EGS is a Lean manufacturer, and each individual is responsible for personal involvement in lean initiatives and teams that will help EGS thrive in our market. The Systems Engineer will be involved with lean thinking techniques and methods.

Systems Engineer Job Responsibilities

Implementation and commissioning of basic EGS Gauging systems within the Americas.

Working with Manufacturing to ensure system reliability issues are corrected in a expedient manner.

Partner with service management to ensure all service personnel comply with service policies and procedures.

Decision making responsibility for scheduling of time to ensure maximum effectiveness.

Manage customer expectations to be in line with product delivered and EGS corporate goals.

Measuring quantitative data and developing action plans to ensure product changes are recommended to improve overall product quality and usability.

Perform efficient and effective break/fix repairs in a timely manner.

Perform preventative maintenance calls to ensure a minimum amount of unscheduled downtime is experienced by the customer.

Monitoring performance of ongoing critical problem customer list to assist and make recommendations where possible.

Participation in company sponsored training both as a participant and as a presenter.

Miscellaneous duties as required.

This position reports to the Americas Support Manager.

Minimum Job Requirements:

AS in Engineering or an equivalent combination of work/life experience and education.

Strong interpersonal skills, analysis skills, technical knowledge

Previous experience in a fix/break field service environment.

Ability to work flexible hours.

Excellent Computer Skills, specifically in Microsoft Office and relevant gauging applications.

Ability to clearly understand engineering and manufacturing operation concepts.

Prior international service experience

Domestic and International travel up to 70%.

To apply, please send email to bob.murray@thermo.com.

Progress Software, Two Positions below. About the company...

Want to join a company that is creating infrastructure software for the next evolution in IT??? Join Progress Software and ride the SOA wave!

Recently named one the "The Dozen - The 12 Companies That Will Matter The Most In The Upcoming Year” (May 06) by Intelligent Enterprise Magazine, Progress Software is on a quest to become the leading provider infrastructure software to drive the adoption of Service Oriented Architecture (SOA). Haven't heard of SOA... just wait you will. SOA is as significant an IT transition as the move to GUI, client/server or object-oriented computing. SOA promises not only cross-organizational IT alignment towards governance requirements but an ROI and accounting for IT investments. SOA has the ability to change, evolve and manage business processes throughout an enterprise, changing the way IT services the organization.

The Sonic ESB is the backbone of our SOA suite of products and was the world's first ESB. The Sonic ESB® product ranked first in the Enterprise Service Bus (ESB) segment of Gartner Dataquest's latest report on the worldwide application integration and middleware (AIM) market. The report, "Market Share: AIM and Portal Software, Worldwide, 2005," published June 9, 2006, provides market share results for the AIM market in seven worldwide regions.

Technical Support Manager

Responsibilities

• Ensure customer satisfaction through timely, efficient, effective delivery of technical support.

• Ensure the attainment of department and company goals for measurable team performance.

• Manage issue escalation as required.

• Advocate for customer interest and supportability in product direction.

• Promote best support practices within the support team.

• Facilitate technical and professional development of technical support staff.

• Foster team spirit and collaboration among technical support staff.

• Exhibit superior leadership skills. Essential Day To Day Responsibilities

• Monitor issue handling and resolution to ensure timely, accurate and appropriate response to customers by technical support staff, and adherence to service level agreements and technical support procedure.

• Ensure full coverage of support hours.

• Manage customer escalations by collaborating with technical staff on action plans, and directing customer communications.

• Keep technical support staff apprised of company and department direction through regular communication.

• Identify and provide feedback and proposals to management and peers regarding technical, procedural, and strategic issues.

• Collaborate with other organizations within the company in establishing product goals and strategies, representing customer and technical support interests.

• Identify individual and group training needs.

• Provide technical and professional goals, and regular feedback on achievement for support staff, including annual performance reviews

• Respond to staff performance or morale issues as required.

• Recruit new staff as required.

• Lead technical support organization when the director of support is unavailable.

Qualifications

• BS in Computer Science or equivalent.

• Understanding of J2EE technology.

• Understanding of debugging problems in a multi-threaded environment.

• Experience with application server (WebSphere, Weblogic, JBoss, and/or Apache Tomcat) support.

• Strong ability to multi-task in a fast paced environment.

• Excellent verbal and written communication skills.

• Ability to remain calm and focused under pressure.

• 8-10 years technical/industry experience, with 4-6 years in customer support, with at least 2 years supporting mission-critical production applications, and 2-4 years management experience, Desired Skills Familiarity with XML technologies (SOAP,WSDL, XSLT, SAX, DOM, XPATH, Security (SSL, certificates, firewalls, proxies), ESB and SOA architectures.

To explore this opportunity please contact:

PersonNameRich Pierce

Senior Recruiter

Progress Software

rpierce@preogress.com

781-280-4157

You may also apply online via this link for immediate consideration -

Sonic Technical Support Engineer

Responsibilities

• Ensure customer satisfaction through efficient, effective diagnosis and resolution of customer questions and problems.

• Conduct follow-up research and testing as necessary to resolve problems.

• Interface with the engineering department as necessary to expedite issue resolution.

• Document technical information for reuse by customers and/or internal personnel.

• Must be able to multi-task in a fast paced environment and handle all accountabilities with minimal supervision.

• Prepare for support of new products without extensive formal training. Essential Day To Day Responsibilities

• Take ownership of designated issues submitted by customers.

• Conduct research using a variety of resources, including documentation, Knowledge Base, bug database, source code, and the world wide technical and field teams via email alias.

• Run customer test cases when available, and develop test cases and examples as required to resolve problems, using methodical testing to isolate and identify problems.

• Provide Engineering with clear and complete information, when Engineering assistance is required, carrying out recommended diagnostic steps and gathering information as necessary.

• Escalate issues to management when needed.

• Communicate clearly and precisely with customers regarding technical issues.

• Maintain complete and accurate log of customer interactions and technical details.

• Manage difficult customers and customer expectations effectively and professionally. Document product defects clearly in bug database.

• Document technical information on problems and their workarounds or resolutions in online Knowledge Base.

Qualifications

• BS in Computer Science or equivalent experience.

• 1 year supporting Java applications, including Java programming experience, and programming or troubleshooting experience with Application Servers

• 1 year supporting web services (Java-based, but .NET is a plus)

• Excellent verbal and written communication skills.

• Solid analytical and troubleshooting skills.

• 1-2 years customer support experience and 2-4 years technical/industry experience. Desired Skills J2EE, experience with WebSphere, Weblogic, JBoss, Apache Tomcat, especially with EJBs and MDBs; strong Java debugging; knowledge of the HTTP and TCP/IP protocol stack XML (SOAP,WSDL, XSLT, SAX, DOM, XPATH), Experience with Security (SSL, certificates, firewalls, proxies), LDAP, COM, C++, C#.

To explore this opportunity please contact:

PersonNameRich Pierce

Senior Recruiter

Progress Software

rpierce@preogress.com

781-280-4157

You may also apply online via this link for immediate consideration -

Caliper Life Sciences Customer Services Sales Manager, Hopkinton

SUMMARY

The Customer Services Sales Manager oversees the Customer Services Contract Specialist(s) in the selling of service contract products and other service products and is responsible for a predetermined Bookings and Revenue goal. He/She is a member of the Customer Service senior staff and is responsible for working closely with the Customer Services Marketing Manager to deliver innovation and new services products into the customer base and in the development of new business.

CALIPER

Caliper Life Sciences uses its advanced liquid handling and LabChip® technologies to create leading edge tools that accelerate drug discovery and enhance the diagnosis of disease. Caliper headquarters are located in placeCityHopkinton, StateMassachusetts, with R&D, operations and manufacturing facilities for LabChip devices in placeCityMountain View, StateCalifornia, and direct sales, service and applications support throughout the world. Caliper customers and partners include many of the largest pharmaceutical, biotechnology, and life sciences companies. For more information, please visit Caliper's web site at www.caliperLS.com.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The following is a listing of the results/accomplishments expected in performing this job, and the job's essential or most important functions and responsibilities by which people achieve the results.

1. Responsible for achieving Service Contract annual Booking and Revenue goals in placeNorth America and placePuerto Rico. Drive these sales to closure using negotiating abilities, deal progression and sales skills (quoting, follow-up, customer relationship building).

2. Responsible for all Revenue and Booking projections, tracking, management and reporting for all assigned AFT business lines.

3. Responsible for the upkeep and accuracy of the Customer Services Contracts Pipeline.

4. Responsible for the delivery of all service contract quotations for North America and Puerto Rico to existing customers, including those based on warranty or service contract expiration dates maintained in the Service Contracts database.

5. Responsible for all sales activities to customers not currently under service contract of warranty ('lost' customers) in North America and Puerto Rico, through effective territory management practices to maximize contract value with decision makers.

6. Responsible for the Service Contract database and for issuing monthly, quarterly and annual business reports for the Service Contract business unit.

7. Establish sales training programs for all members of the Customer Services team as appropriate.

8. Weekly review of Pipeline and Booking and Revenue numbers against goals with Customer Services Marketing Manager.

9. Performance evaluations with strengths, areas for improvement, goals and objectives.

SUPERVISORY RESPONSIBILITIES

Manages and supervises employee(s) in the Customer Services Group. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out management responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, directing and delegating work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

1. Ability to maintain professional, open and constructive communication with team.

2. Ability to work with co-workers effectively.

3. Ability to work in a fast-paced environment.

4. Demonstrate a professional rapport with customers and co-workers.

5. Ability to write professional letters.

6. Maintain a persistent, aggressive and productive approach to sales.

7. Ability to remain focused on objectives.

8. Ability to support Caliper Life Sciences policies and procedures.

EDUCATION and/or EXPERIENCE

Must include a combination of any of the following:

Bachelor's degree (B. A.) from four-year college or university. Three to five year's sales and account management experience. Must have experience from either working in a pharmaceutical, biotech, environmental or specialty company, or having sold equipment to these companies. Telephone skills as related to customer service, support or telemarketing sales. Experience with Windows and Microsoft Office, Onyx CRM and/or Oracle ERP a plus.

If you are interested in applying for this position, please go to our web site at www.caliperls.com and apply directly online. Requisition # 06-033.

Manager, Customer Support, Bullhorn

Bullhorn is the rapidly growing, global leader in On Demand software for the staffing and recruiting industry with more than 100% compounded annual growth over the last few years. You’ll be joining a high-energy environment where new ideas, collaboration and performance are rewarded with professional growth reaching beyond the bounds of your core responsibilities.

Responsibilities:

Responsible for managing the recruitment, training and development of the Software Support team, ensuring world-class support for Bullhorn’s customers.

Provide leadership to the Software Support team by mentoring Analysts, particularly in the development technical and soft skills.

Design and implement call handling processes, procedures and best practices, resulting world-class response, resolution, and closure times.

Effectively service management escalations in line with accepted processes.

Build and maintain effective internal relationships and communications with Software Development, Sales, Implementation and Professional Services.

Manage performance and growth plans of team members, working with them to develop and implement individual career development plans.

Manage customer issues that cannot be resolved at the tier 1 or tier 2 level, acting as the Software Support team’s escalation point.

Required Skills and Experience:

Bachelor’s Degree in Computer Science, Information Systems or equivalent professional experience.

Must have 2+ years experience managing software or technical support teams for an enterprise-class, on-Demand software solutions.

Must have demonstrated ability to develop a team in a highly demanding, fast-paced environment.

Must be an effective communicator with the ability to manage and implement change in a dynamic environment.

Must have demonstrated expertise in improving and managing Software Support processes and methodologies.

Must have demonstrated expertise in facilitating resource delegation to control difficult customer situations

Must have the ability to work efficiently and effectively under stress and within tight deadlines.

Ability to diagnose and resolve difficult technical issues within the areas of networking, network security, applications, operating systems.

Must have exceptional organizational, time management and multi-tasking skills.

Must have the ability to develop an expert-level technical understanding of the supported Bullhorn solution.

Bullhorn offers a competitive compensation package that includes base salary, bonus, paid vacation, medical/dental/vision plan, and 401K.

About Bullhorn, Inc.

Bullhorn is the global leader in on demand, front office staffing and recruiting software, providing the only completely integrated front office solution for staffing and recruiting firms. Bullhorn enables its customers to synchronize sales and recruiting to generate, source and fill job orders in real-time, at anytime and from anyplace, at the highest rates in the industry. Delivered through software as a service, Bullhorn continually meets the evolving business needs of its customers. More than 400 firms and 5,000 users worldwide, including two of the top 10 U.S. staffing firms, partner with Bullhorn to meet the employment demands of the global economy. Privately owned, Bullhorn is backed by GE Asset Management, Austin Investment Management, WR Hambrecht + Co, and others. For more information, visit www.bullhorn.com or call +1(866)538-7795.

Customer Support Manager, IHS Engineering, New England Area

As a leading worldwide content provider, IHS Engineering delivers solutions to the client's desktop. IHS Engineering is the world's largest commercial producer of technical information products. Databases include industrial vendor catalogs, industry standards, government parts, electronic components and military specifications. Founded in 1959, IHS Engineering provides mission critical information to a variety of industries and markets around the world including Department of Defense (DOD), Government Agencies, Electronics, Architecture/Engineering/Construction, Aviation, Aerospace, Utilities, Automotive, Computers, Petro/Chemical and Telecommunications.

IHS products are available via multiple platforms, ranging from CD-ROM and enterprise-wide client server solutions to online, Web, intranet and extranet services. IHS Engineering serves over 15,000 customers in more than 97 countries. Solutions from IHS provide integrated decision support for the industrial workflow and product lifecycle.

JOB DESCRIPTION: Work as part of a Sales and Support team, to provide pre sales, and post sales support of IHS Information Solutions. Pre Sales Support: Provide technical demonstrations, at executive, technical levels and non-technical audience. Assess the needs and identify requirements for our solution, as well as identifying additional sales opportunities. Post Sales Support: Ensure total customer satisfaction with the customer's implementation experience. This is accomplished through the execution of solution implementations and installations, the delivery of training and consulting on customer solutions and post implementation support, and problem resolution.

QUALIFICATIONS: College degree or equivalent experience 2 - 4 years experience of technical and/or educational experience. Proficient in conducting presentations and educational seminars. Must demonstrate good interpersonal and problem solving skills and work effectively with others. Excellent presentation, communication, and time management skills. Selling skills, ability to listen, knows when to not use "techno-speak". Self Motivating, problem solving, ownership & resolution skills. Ability to work as part of team. Must be able to operate under minimal supervision with judgment for independent actions. Experience in managing projects. Proficient or expert technical knowledge in the configuration, installation and use and support of operating systems, Networks, hardware, peripheral subsystems, and application software.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Contact: Cheryl Luster Cheryl.luster@ihs.com

Manager, Technical Service (Medical Products)

We have been retained to recruit a Manager, Technical Service for our client's Medical Products Division. Our client is a leader in the design and fabrication of medical products and specialized machinery. The company

continues to grow through increased market penetration, product expansion and acquisition. The position is located in the greater Providence, RI area.

The Company The company is a well-regarded and growing manufacturer of medical equipment for the radiotherapy market. Its product lines incorporate a mix of technologies, electronics, software, electro mechanics and mechanics, to meet the needs of its market. The company has grown steadily over the last 15 years through new product development and acquisitions.

The Position The Manager, Technical Service will play a critical role in providing technical support to the customer base. Duties include the installation, repair and on-site customer training of radiographic imaging and radiotherapy equipment. There may be some management required as the business increases. The Manager, Technical Service reports to the Executive Vice President. International travel is required.

Experience A minimum of 7 years of technical service and support experience ideally in the areas of radiographics and radiotherapy. The candidate will possess well-developed technical training skills. A strong electromechanical diagnostic and customer service background is required. Knowledge of x-ray equipment is a plus. Because of the international travel requirement, the candidate will need strong interpersonal skills to communicate and interact effectively with people from diverse cultures.

Education An Engineering degree or equivalent experience in medical devices is required.

Salary/Benefits Compensation package consists of a competitive base salary + bonus and excellent benefits program, including 401K.

Email resume, in confidence, with salary history and relocation requirements to:

STRAUBE ASSOCIATES

853 Turnpike Street

North Andover, MA 01845

Contact MaryBeth Nason

by fax 978-687-1886

or email: marybeth@straubeassociates.com

Web: www.StraubeAssociates.com

Software Technical Support Representative, Metavante

Metavante Healthcare Payments, a division of the Metavante Corporation, is looking for individuals with a passion for cutting-edge technology to join our Technical Support Team. We provide software solutions to Third Party Administrators, Health plans and financial institutions. Our software is a proprietary web-based application that makes access to employee benefit accounts convenient, secure and in the not to distant future - totally paperless.

The position will handle first and second level calls, emails, and overall support for our Benefits Administrator clients. Support of our internally-developed software product, a web-based application connected to a SQL database requires an understanding of database technologies. The support person will need to answer functionality questions, troubleshoot problems (including research), query the database, and resolve file processing issues.

The successful candidate will possess:

College Degree or its equivalent.

2-3+ years experience in Customer Technical Support for Software applications, preferably with some time spent in a Call Center environment

Experience in SQL (either MS SQL, Oracle, etc.)

Experience in CSV/Fixed file format review

Excellent oral and written communication skills

Proficient in MS Word, MS Excel, MS Access

Ability to work independently, and as part of a team, ability to make self-directed decisions

This is a full-time position located in Waltham, MA.

Send resumes to careers@mbibenefits.com

About Metavante

Metavante Healthcare Payments offers a consumer-directed health benefits payment platform plus the country's leading employee benefits card - electronically accessing FSAs, health reimbursement arrangements (HRA), health savings accounts (HSA), transit/parking accounts and dependent care accounts. Metavante provides medical identification cards, combination eligibility/payment cards, and the ability to access multiple benefits accounts from a single card. Metavante also provides a comprehensive FSA/HSA/HRA platform that provides all the technology a financial institution, health insurance company, third-party administrator, or commercial business needs to offer these accounts. Services include account processing, trustee services, checks and debit cards, online and phone access to account information, investment options, regulatory reporting and related data translation and movement between payers, providers and consumers.

Metavante Corporation is redefining banking and payments to financial services firms and businesses worldwide. Metavante products and services drive account processing for deposit, loan and trust systems, image-based and conventional check processing, electronic funds transfer, consumer health care payments, and electronic presentment and payment. Headquartered in Milwaukee, Metavante (www.metavante.com) is wholly owned by Marshall & Ilsley Corporation (NYSE: MI).

Service Support Engineer, Boston Scientific

Provide service support and project management leadership for Boston Scientific medical equipment offerings and associated support infrastructure. Interface with product design, product manufacturing, and marketing groups both within and external to the company to assure product supportability, serviceability and reliability. Develop and implement technical training and support programs for Boston Scientific equipment products. Develop and implement sustaining and end of life programs for Boston Scientific equipment. Provide project management leadership to establish and implement service support infrastructure for significant new capital equipment offering.

Specific Responsibilities:

o Project team member representing service for assigned products

o Develop and implement service requirements documentation

o Provide product requirement analysis for design input

o Assure the design for service - Field and depot serviceability and repairability

o Recommend development and process changes for alignment to specifications

o Align processes and designs for the proposed service models

o Development of training requirements

o Development of training documentation and support processes

o Training assistance and delivery

o Development of field service support documentation

o Service tools development for in-house and field based support

o Technical Support requirements, tools, training, processes

o Alignment of Call Center processes and information systems

Qualifications: B.S. degree in Engineering or equivalent. Five + years support of electronic or electro-mechanical devices in the medical field, or equivalent combination of education and experience to perform at this level. Has assumed a leadership role working with cross-functional teams to successful project completion.

Must have direct experience in the following areas:

o Worked in or as part of the service engineering function on product releases

o Service support project management

o Service documentation and process development in support of field based products

o International customer service and support

o Worked in or as a contributor with Manufacturing as part of a release or sustaining engineering team.

Contact:

Michael DuBois

Recruiting Consultant

duboism@bsci.com

Field Service Engineer- Boston Region, Boston Scientific

Req.# 13903

Responsibilities: Maintain medical electronic instrumentation for Boston Scientific in the field, ensuring a high level of customer satisfaction with BSC products. Primarily responsible for systems installation, instrument preventative & corrective maintenance, equipment upgrades, electronic troubleshooting & component replacement, and occasionally in-servicing medical personnel. This position requires excellent communication skills, thorough reporting and documentation of field activities.

FSE should reside within one hour (preferably less) of BOS, Logan Airport, Boston, MA, or PVD, Providence, RI. Travel to other FSE regions (U.S.A & Canada) may be frequent, dependant upon unpredictable service demand, which could require several overnight stays away from home each week.

Qualifications: Two year college degree preferred with electronics major (or equivalent). 8+ years of prior field service experience with medical instrumentation. Able to work independently and responsibly with a minimum amount of supervision. Excellent computer networking, troubleshooting and communication skills.

Contact:

Michael DuBois

Recruiting Consultant

duboism@bsci.com

Telesales Representative-Biotech/Bioprocess/Lab

North Shore, MA, $50-55K Base plus up to $10K bonus potential

Contact prospective and inactive customers to present and describe company products and/or services. Perform outgoing calls and place orders for customers. Identifies new sales leads, record conversations in CRM tool, recommend products or services to customers and advises on unique configurations or technical integrations. Provide information on product or services.

The representative will have industry/product knowledge specific to one or more of the following biotech/bioprocess/lab technology and/or equipment and/or filtering/separation technologies, GLP, Lab process/manufacturing, clean room etc. The representative may be assigned product line, customers, region, or customer accounts.

This position requires experience with general and technical aspects of the job and their practical applications to problems and situations normally encountered. Assignments are complex in nature and require considerable judgment and initiative to select among multiple potential predefined courses of action. The rep. will review exceptions with supervisor prior to action. The rep. is expected to work under limited supervision. Works without instruction on routine work, with general instructions given on new types of work or special projects.

Guidelines – typical minimum education/years of experience: BA/equivalent. 3+ years

Please Contact; please add position title to email subject line.

David R. Somers

Principal

Staffing Revolution

dsomers@staffingrevolution.com

Application Support Services Technical Consultant, Endeca

Overview: The Application Support Services Technical Consultant bridges the gap between traditional technical support and professional services. The Technical Consultant will be responsible for implementing feature requests that come in for our hosted customers. Technical Consultants are responsible for assisting all of Endeca's customers with post-deployment issues. They are responsible for troubleshooting complex issues with customer applications, for helping customers with design questions that come up during development, and for performing site-wide audits, such as performance analysis and code reviews. This position requires minimal travel (< 10%). The Application Support Services group handles ongoing projects for our hosted customers, as well as strategic projects that come through our Customer Success group, selected to increase customer satisfaction in key accounts. This position is ideal for a technical, versatile, analytical, customer service oriented individual.

Responsibilities:

Troubleshoot and develop technical solutions related to implementation of Endeca software, and integration of third-party solutions

Act as a specialized resource to answer application architecture and design questions, handle simple upgrade projects, and deal with customer production emergencies for the Customer Success team

Create workarounds when product or application issues exist, and ensure issues are resolved in a timely fashion

Escalate critical issues requiring more in-depth knowledge or customer management to appropriate internal resources

Be responsible for technical site audit/operational services packages, such as Performance Tuning, Code Review, Security Review, Hardware Sizing, and Capacity Planning

Implement feature requests for hosted customers

Maintain and fix bugs in application-specific code

Design and develop internal applications to assist in the day-to-day activity of the Application Support Services group

Work closely with Customer Success, Professional Services, Hosted Operations, and Sales to establish strategies for insuring customer success and resolving issues

Requirements:

Bachelor's or Master's degree in Computer Science or related area

2+ years hands-on experience in developing web-based applications using technologies such as Apache, J2EE, JSP, ASP/.NET, Perl, or 5+ years technical support experience supporting web applications and their development.

Experience troubleshooting complex issues to a source code level using debugging tools

Experience in both Unix and Windows environments

Strong troubleshooting and analytical skills

Structured approach to designing and developing applications

Strong client-facing, verbal and written communication skills; demonstrated comfort level interacting with customers at all levels within an organization

Aptitude and enthusiasm for working with customers

Ability to work independently

Ability to manage multiple projects simultaneously

Experience in web application development technologies such HTML, Java/JSP, COM/ASP, .NET/C#, Perl, XML, or Apache in both Unix and Windows environments preferred.

Performance testing desired

Network experience (TCP/IP, load balancing configuration) a plus

User interface and/or interaction design experience a plus

Ability to work across functional groups

Endeca is a dynamic software company headquartered in Cambridge, MA. Endeca's Guided Navigation®, Search, and Analysis solutions have emerged as the easiest way for people to find and discover information. Our customers span a wide variety of industries, such as Financial Services, Media & Publishing, Manufacturing & Distribution, Government, and Retail.

Please send resumes to jobs@endeca.com.

Associate Technical Support Engineer, Endeca

Overview: Endeca's Product Support team is seeking a versatile and energetic Associate Technical Support Engineer to assist customers by answering questions and troubleshooting complex implementation issues with the software. You will be supporting skilled individuals such as web developers, application developers and system administrators. You will act as a front-line point of contact for incoming questions and issues via phone and email, and be responsible for answering technical customer questions, logging and tracking issues, and following them through internal channels to completion and resolution. Above all, you are an advocate for the customer and must possess excellent communication skills in order to keep the customer happy. This position is ideal for a versatile, sharp, analytical, detail-oriented and customer service-oriented individual.

After training, shift hours will be 12 - 9pm.

Requirements:

A Technical Support Engineer should have:

· BSCS or related field / experience

· 3-5 years technical support experience supporting web applications, database, or client/server applications

· Strong communication skills, both verbal and written

· Strong troubleshooting and analytical skills

· Ability to work independently and handle multiple issues simultaneously

· Familiarity with web application technologies such as HTML, Java / JSP, COM / ASP, .NET / C#, Perl, XML, or Apache in both Unix and Windows environments

· Familiarity with networking basics and Unix/Windows environments

· Experience with information rich applications, such as information retrieval or OLAP-style analytics engines, is a plus

· Exposure to client-server systems is a plus

· Desire and ability to work in a highly collaborative, team-oriented environment

Please send resumes to jobs@endeca.com.

Technical Support Engineer, Endeca

Overview: Endeca's Product Support team is seeking a versatile and energetic Technical Support Engineer to assist customers by answering questions and troubleshooting complex implementation issues with the software. You will be supporting skilled individuals such as web developers, application developers and system administrators. You will act as a front-line point of contact for incoming questions and issues via phone and email, and be responsible for answering technical customer questions, logging and tracking issues, and following them through internal channels to completion and resolution. Above all, you are an advocate for the customer and must possess excellent communication skills in order to keep the customer happy. This position is ideal for a versatile, sharp, analytical, detail-oriented and customer service-oriented individual.

Requirements:

A Technical Support Engineer should have:

· BSCS or related field / experience

· 5-7 years technical support experience supporting web applications, database, or client/server applications

· Experience troubleshooting complex issues to a source code level using debugging tools

· Strong communication skills, both verbal and written

· Ability to work independently and handle multiple issues simultaneously

· Familiarity with web application technologies such as HTML, Java / JSP, COM / ASP, .NET / C#, Perl, XML, or Apache in both Unix and Windows environments

· Familiarity with networking basics and Unix/Windows environments

· Experience with information rich applications, such as information retrieval or OLAP-style analytics engines, is a plus

· Exposure to client-server systems is a plus

· Desire and ability to work in a highly collaborative, team-oriented environment

Please send resumes to jobs@endeca.com.