Product Support Engineer

Ametek, Inc.•Fitchburg, WI

21d•Onsite

About The Position

Reporting to the Global System Support Manager, this individual in the Product Support Engineer, will help solve complex customer issues, provide in-depth training to internal associates, install our instruments, and be a part of an organization that is growing and advancing our technology! We are actively investing in the development of new technologies, improving our existing technologies, and embracing innovation! The key responsibilities for our next Global System Support Engineer are outlined below.

Requirements

Associate degree or equivalent experience with a broad and adaptable range of knowledge (electronics, physics, analytical techniques, micromechanics, ultra-high vacuum).
Minimum of 5 years' experience with instruments manufactured by CAMECA or within the Materials Science Industry.
Minimum of 10 years of work experience as a Field Service Engineer or Product Engineer, highly preferred.
Strong interpersonal and communication skills.
Ability to travel internationally.
Ability to guide engineers remotely.

Responsibilities

Manage the installation of atom probe instruments.
Provide technical support of the product after installation.
Work hands on with high-voltage instruments.
Maintain, inspect and troubleshoot electrical installations across facilities.
Support and lead upgrades and infrastructure projects.
Ensure installations of our instruments are safe, compliant and future-ready.
Manage technical support requests from the local team.
Manage and track all assigned escalations.
Define an escalation action plan in cooperation with the local customer service manager.
Travel to support these activities, if and when necessary.
Define, in cooperation with local service managers, the training needs of the local service teams, including, but not limited to, mentoring, online training, and one on one tutoring.
Design and define the training programs.
Coordinate the execution of the training programs.
Define and track the spare parts needed for the spare parts catalog.
Manage and track requests sent to R&D, including, but not limited to, management of obsolescences and feedback for new product creation.
Communicate significant technical modifications to Field Service Engineers (FSE) and local teams to improve the reliability of the instruments.
Define service needs during the development of new instruments in collaboration with project/product managers.
Contribute to the instrument reliability improvement plan, including identifying typical problems, identifying the part to be used during preventive maintenance, and characterizing the most problematic parts.
Define maintenance programs.
Establish, distribute, and advise maintenance instructions in collaboration with FSE’s and customer service managers.
Define the necessary tools and the requirements necessary for implementing support and documentation and support (videos, photos, etc.).
Perform on-site Instruments installation & qualification up to acceptance & customer basic training.
Assist other departments with in-house instrument testing or troubleshooting upon request.