Headquartered in Lake Forest, California, iBase-t simplifies Aerospace & Defense manufacturing. Its solutions replace disparate production, quality, and MRO applications with paperless, digitally integrated solutions. The Solumina Manufacturing Operations Platform synchronizes data and processes to foster collaboration by establishing and maintaining a digital thread that spans across enterprise systems to internal and external teams. From process and inspection, planning to the shop floor, and the execution of sustainment activities, iBase-t’s proven, pre-configured, and out-of-the-box solutions deliver real-time visibility and control that accelerates manufacturing performance.

The Solumina suite comprises a portfolio of Model-based Manufacturing applications that includes iBase-t’s Manufacturing Execution System (MES), Supplier Quality Management (SQM), Enterprise Quality Management System (EQMS), and Maintenance, Repair and Overhaul (MRO) solutions. This digital suite connects the shop floor to the top floor to ensure high visibility, consistent practices, continuous product and process improvement, and effective compliance with process standards including ISO 9001, ISO 13485, AS9100, and FDA’s 21 CFR Part 11 and Part 820.

iBase-t enables the digital, Model-Based Enterprise by extending the product life cycle from design to execution to sustainment, delivering greater Lean efficiency, quality, and cost-effective compliance to drive operational excellence across complex discrete manufacturing operations - specifically aerospace & defense. iBase-t works closely with industry leaders, including Lockheed Martin, GE Aerospace, Northrop Grumman, Rolls Royce, Pratt & Whitney, and Patria Belgium Engine Center.

iBase-t

Job Summary

The Technical Support Engineer will be supporting end users by troubleshooting our Solumina platform. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals.

Essential Functions

Provide daily support to users of various computer systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation. Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction. Assist with the installation and maintenance of software and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. Thoroughly document interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel (prior knowledge of Zendesk is a bonus). Increase technical and manufacturing industry knowledge by reading trade publications, operating manuals, and diagnostics information. Additional training opportunities are provided. Develop training documentation and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. Collaborate with other iBASEt technical staff and clients to establish goals and objectives for system improvements and upgrades. Create and implement new processes to improve efficiency and customer satisfaction while reducing costs. 

Requirements

Strong English communication skills (bilingual preferred) both in written and verbal form. Demonstrate ability to identify problems, form solutions, and execute step-by-step troubleshooting procedures. Working knowledge of PC operating systems (experience with SaaS / cloud-based software troubleshooting a bonus). 

Required Education/Experience

2-3 years of experience in a technical support and/or call center environment. This is not an entry-level position. High school diploma and willingness to learn through on-the-job training (degree from a four-year college preferred).

Technical Support Engineer I

What the job involves