Tech Support Engineer

Summary

Ensure high customer satisfaction through effective and efficient resolution of technical issues and promoting customer loyalty through proactive support and regular follow-ups. Provide technical support for inquiries from customers and colleagues. Act as an interface between customers and other areas in the after-sales phase. This position will also function as onsite support during any equipment escalation, within the North American region, as needed.

Essential Duties and Responsibilities

• Provide technical support to customers via phone, email, remote session or on-site as well as to colleagues in the North American region.
• Participate in customer and affiliate meetings, phone conferences, visits and support logistics.
• Diagnose and resolve technical issues in a timely and efficient manner.
• Utilize OmniTracker ticket system to manage tickets and lead internal and external ticket meetings.
• Initiate and process upgrade requests by gathering all necessary data and customer specifications for risk, cost and feasibility analysis.
• Participate and track escalations and specified actions.
• Ensure complete resolution of support requests and customer satisfaction through regular follow-ups.
• Recommend and/or implement customer on-the-job training requirements.
• Visit customers and affiliates to review customer issues and provides technical support.
• Provide technical assistance for spare part inquiries from customers and field service engineers.
• Manage tech support test equipment and performing health checks.
• Other duties, as assigned.

Additional Duties and Responsibilities

• Prepare and deliver related training, measuring and recording of performance progress, serving as a liaison between customer and EVG.
• Prepare and submit all required paperwork on a timely routine basis.
• Temporary shift assignment may be required based on needs.
• Maintain all assigned equipment logs and records promptly and thoroughly.
• Exhibits good housekeeping practices in all work areas.
• Will be required to be on call, work overtime and/or travel, as required, up to 50% of the time.

Qualifications / Education / Skills and Experience

• Requires an Associate's Degree (Bachelor's Degree preferred) in a technical discipline. An equal amount of successful field service experience in capital equipment and/or facilities experience may be considered in lieu of the formal education requirement.
• At least two (2) years of experience with an EVG tool platform, preferred.
• A background in engineering or manufacturing preferred.
• Excellent customer skillset which includes communication, priority setting, influencing and conflict resolution.
• Self-driven with ability to prioritize work and accomplish tasks quickly with good problem solving skills.
• Must be detail oriented.
• Solid written and verbal communication for expressing technical ideas and initiatives.
• Comfortable task switching and managing multiple tasks at the same time.

Physical Demands

• Regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds.
• Visual acuity required.
• Required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally.
• Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 75% of the time, depending on urgency.