Customer Support Engineer - Utica, NY

About the role

The Customer Support Engineer (CSE) is responsible for providing customer service activities, including troubleshooting, diagnosing, and repairing complex capital equipment at customer sites. They represent the company to the customer and ensure the operational quality of the system equipment.

Responsibilities

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access, or in-person at a customer location.
• Repair system-level issues based on technical knowledge, education, and training.
• Identify and recommend shutdown of customer fab equipment to prevent process excursions.
• Prepare field service reports on all support activity.
• Assist installation teams on equipment startup and relocation activity.
• Use discretion and assist regional administration in preparing quotes based on equipment failure, time to solve, and potential costs involved with repairs.
• Cross-train and assist less experienced support engineers.
• Communicate system issues internally to management and technical support teams, and external critical issues to a diverse technical audience.

Requirements

• Associates or Bachelor’s Level Degree or equivalent work experience of 3 years.
• Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, diagnostic techniques, and practical application of service aids.
• Basic proficiency in systems level repair of a product within a family is required within a defined time period.
• Ability to use and understand DVMs, oscilloscopes, flow meters, and other test equipment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work with exacting timelines to address system down events affecting customer manufacturing area.

Qualifications

• 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.
• Must possess strong analytical skills and the ability to drive solutions based on available data.
• Ensure equipment enhances customer production.

Skills

• Technical knowledge and education in systems level repair.
• Ability to use and understand diagnostic equipment.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.

Benefits

• Medical, dental, vision, life, and 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: $30.92 - $52.55 Per Hour. Actual pay depends on several factors, including state minimum wage requirements, location, job-related skills, experience, and relevant education level or training.

Schedule

The job location is Utica, NY. The nature of the work requires that CSEs spend at least 50% of their time at customer sites or cleanroom factory environments.