ECI Customer Support Engineer

About the role

Works under the supervision of Manager or Senior CSE. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers in resolving problems. Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and updates equipment at customer facility. Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification.

Responsibilities

• Repairs and updates equipment at customer facility.
• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification.
• Assists Installation Engineers in resolving problems.
• Coordinates actions with customers to minimize down time.
• Provides assistance to Installation Engineers in resolving problems.
• Represents the company to the customer and assumes accountability for customer satisfaction with service.
• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Ensures equipment enhances customer production.
• Assures operational quality of system equipment.

Requirements

• BS +2 yrs experience or equivalent years of experience.
• Access and determine the problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions.
• Travels by car or commercial transportation to customer facility.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Qualifications

• BS +2 yrs experience or equivalent years of experience.
• Repairs and updates equipment at customer facility.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification.
• Assists Installation Engineers in resolving problems.
• Coordinates actions with customers to minimize down time.
• Provides assistance to Installation Engineers in resolving problems.
• Represents the company to the customer and assumes accountability for customer satisfaction with service.
• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Ensures equipment enhances customer production.
• Assures operational quality of system equipment.

Skills

• Technical knowledge, education, training and certification.
• Problem-solving skills.
• Customer service skills.
• Ability to diagnose and troubleshoot technical equipment problems.
• Ability to travel to customer facilities.
• Knowledge of customer processes and safety protocols.

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: $27.46 - $46.69 Per Hour

Schedule

Full-time