Regional Tech Suppt Engineer

Komatsu•Phoenix, AZ

60d

About The Position

Join Komatsu and Be Part of Something Big! Job Overview Entry Level, Works under guidance of a more experienced professional. Learning prescribed methods to perform specific and limited portions of TS engineer roles and responsibilities so that US region issues are resolved promptly and to GPU's customer's satisfaction. Learning and progressing to be proficient in the following: GPU's service strategy Take ownership of customer issues reported and ¬drive problems through to resolution Research, diagnose, troubleshoot and identify solutions to resolve system issues through a systematic data driven approach Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Forecast parts through a strong understanding of Key Performance Indicators and assist with the Logistics Dept. Establish solid habits and demonstrate strong core behaviors to become a reliable and functioning Technical Support Engineer.

Requirements

Degreed in discipline or equivalent level of knowledge, Associates degree related to LASER technology.
0 - 3 years of progressive learning and demonstration of skills related engineering and work experience showing ability to communicate, analyze, troubleshoot and going above and beyond to perform work assigned.
Excellent written and oral communication skills.
Desire and ability to represent Gigaphoton in a positive and professional manner
Very strong skills in customer service

Responsibilities

Escalate issues as they arise
Communicate to supervisor actions
Share lessons learned with teams
Create and update action plans as instructed
Obtain data for root cause analysis for all early failures and prepare QC Reports to Oyama TS and QC department
Understand the way of working and Best-Known Methods (BKM) for each site and/or Customer
Engage in all continuous improvement projects
Learning how to diagnose and troubleshoot technical issues proactively
Track laser system issues through to resolution, within agreed time limits
Talk clients through a series of actions through various modes of communication email, phone, pager, etc., until they've solved a technical issue
Use internal database or external resources to provide accurate technical solutions
Ensure all issues are properly logged and follow up with customers
Prioritize and manage several open issues simultaneously
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Part identification
Part Forecasting and planning
Service News tracking and planning
Learn and must follow all safety regulations, OHSA standards. and maintain a safe accident free workplace.
Learn and become proficient in business acumen
See the "big picture" of the organization-how the key drivers of the business relate to each other, work together to produce profitable growth, and relate to the job
Understand important company communications and data, including financial status and concepts
Use knowledge to make good decisions
Understand how actions and decisions impact key company measures and leadership objectives
Effectively communicate ideas to other employees, managers, executives and customers