Customer Support Engineer

About the role

The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The CSE represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize downtime and may provide assistance to Installation Engineers in resolving problems.

Responsibilities

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location.
• Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams.
• Drive solutions based on analytical assessments of available data.
• Ensure equipment enhances customer production.
• In analyzing and diagnosing equipment issues, CSEs may identify a problem that exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output.
• CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity.
• Cross train and assist other field service engineers as appropriate.
• Provides mentorship and technical assistance to less experienced support engineers.
• Aid installation teams on equipment startup and relocation activity.

Requirements

• Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
• Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period.

Qualifications

• Bachelor's Level Degree or Associate's Level Degree and 3 years experience

Skills

• Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work with exacting timelines to address system down events that may affect customer manufacturing area.
• Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience.

Benefits

• Medical
• Dental
• Vision
• Life
• Other voluntary benefits
• 401(K) including company matching
• Employee stock purchase program (ESPP)
• Student debt assistance
• Tuition reimbursement program
• Development and career growth opportunities and programs
• Financial planning benefits
• Wellness benefits including an employee assistance program (EAP)
• Paid time off and paid company holidays
• Family care and bonding leave

Pay

Base Pay Range: $29.19 - $49.62 Per Hour

Schedule

Full-time