Customer Support Engineer (Req 119818) - Chandler, AZ
Responsibilities
PRIMARY PURPOSE:
Primarily responsible for the Customer Engineer is to support service activities associated with modifying, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites.
- Represent the company to the customer and assume accountability for customer satisfaction with service.
- Assure operational quality of system equipment.
- Coordinate actions with customers to minimize down time.
- Provide assistance to Installation Engineers in resolving problems.
RESPONSIBILITIES:
- Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extend of problem.
- Repair board problems which can be performed using standard procedures as well as system level problems which have multiple causes and no standard procedures exist.
- Repair of system level problems are based on CSE's technical knowledge, education and training.
- Board problems vs. system level problems are split 50/50.
- In analyzing and diagnosing equipment problems, CSE's may access and determine problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions.
- Provide guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines. Also provide guidance to less senior CSE's.
- Travel by car or airplane to customer facilities.
- Conduct customer orientation on all aspects of equipment user applications.
- Cross train and assist other field service engineers as appropriate.
- Prepare reports on customer support activity and provides documentation to engineering, marketing and sales on reoccurring problems.
- Make recommendations for improvements.
Qualifications
* This position isn based in Chandler, AZ *
- Technical Schooling AA /BS in electronics or related field.
- Must be proficient in using O-Scope, DVM and other basic test equipment.
- Skilled troubleshooting complex mechanical, electronic, and pneumatics systems.
- Good customer and communication skills.
- Ability to work in a team environment.
- Commitment to task completion with attention to detail.
- Computer skills, networking knowledge and fab experience a plus.
- Candidate must be willing to submit and pass extensive background check as part of customer access badging process.
- Candidate must also be willing to work weekends as well as rotating or compressed workweek shifts as assigned.
Minimum Qualifications
Bachelor's Level Degree with at least 1 years of experience.
OR Master's Level Degree.
OR Equivalent Combination of Experience and Education.
JOB ID: 119818