Tech Support Engineer

Job Description

Job Description

Job Title : Technical Support Engineer – North America

Reports to: Team Leader Technical Support – North America

Classification:  Non-Exempt

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:

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.

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

Additional Duties and Responsibilities:

1. Prepare and deliver related training, measuring and recording of performance progress, serving as a liaison between customer and EVG.
2. Prepare and submit all required paperwork on a timely routine basis.
3. Temporary shift assignment may be required based on needs.
4. Maintain all assigned equipment logs and records promptly and thoroughly.
5. Exhibits good housekeeping practices in all work areas.
6. 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:

1. 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.
2. At least two (2) years of experience with an EVG tool platform, preferred.
3. A background in engineering or manufacturing preferred.
4. Excellent customer skillset which includes communication, priority setting, influencing and conflict resolution.
5. Self-driven with ability to prioritize work and accomplish tasks quickly with good problem solving skills.
6. Must be detail oriented.
7. Solid written and verbal communication for expressing technical ideas and initiatives. 
8. Comfortable task switching and managing multiple tasks at the same time.

Physical Demands:

1. While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds.  Visual acuity required. Individual is 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.
2. Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 75% of the time, depending on urgency.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.   Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.  All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.  To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently.  Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.  The requirements listed in this document are the minimum levels of knowledge, skills or abilities.