Customer Support Engineer - FaST Products
About The Position
This position requires hands-on skills related to the repair of highly complex Electro Mechanical capital equipment. The role involves evaluating, analyzing, diagnosing, and troubleshooting technical equipment problems via telephone or at customer sites to ensure equipment improves customer production. The engineer will be responsible for system-level repairs, representing the company to the customer, assuring operational quality of system equipment, and coordinating actions to minimize downtime. Assistance will be provided to Installation Engineers, and field service reports will be prepared. The role also includes building positive customer relationships, contributing to knowledge management, developing and handling return materials authorization (RMA) processes, and executing technical critical issues with the system engineering technical team. Estimated travel is 20% once trained, with other duties including characterization and support of customer demos and field projects.
Requirements
- Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years
Nice To Haves
- Hands on skills related to the repair of highly complex Electro Mechanical capital equipment.
Responsibilities
- Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
- Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
- Represents the company to the customer and assume accountability for customer happiness with service.
- Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
- Provides assistance to Installation Engineer in resolving problems.
- Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
- Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
- Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
- Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
- Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
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
- paid company holidays
- family care and bonding leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
