Field Support Engineer

About Signify Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond. At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career. Join us, and together, we'll transform our industry, making a lasting difference for brighter lives and a better world. More about the role This is an exciting job opportunity for you as a Field Support Engineer in Austin, TX, with Signify. Troubleshoot and analyze warranty claims in a high-volume environment 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, tracking investigation workflows, managing prioritization and escalations. Monitor and coordinate inventory availability for RMA and failure analysis materials while supporting 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 and properly documents all relevant information in the ticketing system and/or knowledge databases. Manages Customer NPS (CNPS), transactional NPS survey programs, and promotes continuous improvement by analyzing customer feedback trends, gaps, and opportunities, delivering actionable insights to leadership teams. Develops and maintains KPI reporting related to customer experience, warranty resolution performance, failure analysis throughput, and overall operational effectiveness. More about you While we value and appreciate all applicants, we believe that the following experience and skills will be needed to shine brightly in this job opening: Bachelor's degree in engineering, or a related field, and 2+ years of experience in high-volume technical customer service management, with a 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 Successful managing multiple claims and priorities simultaneously Excellent written and verbal communication skills, with the ability to clearly convey technical information, manage customer interactions, and collaborate effectively across cross-functional teams Proficient in Microsoft Excel (pivot tables, VLOOKUP, etc.) and SAP; C4C (Cloud for Customer) experience a plus *Must be legally authorized to work in the United States without current or future company sponsorship needs. Salary: $67,200 – 98,549 based on experience Bonus: target bonus opportunity - 5% Benefits Overview: Company subsidized benefits plan offerings that include Medical, Health Savings Account, Dental, 401K retirement plan with company match, Employee Stock Purchase Plan (ESPP), Paid Time Off, including paid vacation, holidays/personal days, tuition reimbursement and products discounts. Ability to purchase supplemental benefits that include supplemental life insurance, dependent life insurance, vision insurance and Accidental Death & Dismemberment insurance, health care flexible spending account and dependent care flexible spending account. #LI-DC1 Everything we'll do for you You can grow a lasting career here. We'll encourage you, support you, and challenge you. We'll help you learn and progress in a way that's right for you, with coaching and mentoring along the way. We'll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together. Come join us, and together we can light up the future. We are Signify, the new company name of Philips Lighting, and we light up the world! Our purpose is to unlock the extraordinary potential of light for brighter lives and a better world. We're committed to the continuous development of our employees, using our learning to shape the future of light and create a sustainable future. Join the undisputed leader in the lighting industry and be part of our diverse global team. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Pay Transparency Nondiscrimination Policy: Signify North America Corporation ("Signify") will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Signify, or (c) consistent with Signify's legal duty to furnish information.