Regional Software Support Engineer

Job Description

Job Description

Job Title: Regional Software Support Engineer

Reports To: Director of Customer Support – North America

Classification: Non-exempt

Summary:

The Regional Software Support Engineer will be primarily responsible to provide software specific support to the regional customer support team in North America. The position will also function as hotline support and onsite support during an equipment escalation if required within North America. The Regional Software Support Engineer will also contribute to a team responsible for the installation of high volume precision equipment as well as provide software updates, upgrade/retrofits for all eligible EVG equipment. This is a non-exempt position with high accountability for corporate image, integrity and results, which at times may mean extraordinary effort and working timeframes.

Essential Duties and Responsibilities:
To perform this job successfully, 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 start-up software support at EVG customer installations, either onsite or remote.
2. Planning and execution of assigned software specific tasks.
3. Execute independent testing and qualification of EVG equipment software.
4. Prepare, report and communicate software specific topics to customer (risk analysis, change documentation, function test protocols).
5. Recommend appropriate action and maintain ongoing awareness of existing and potential situations. Handles equipment and customer situations while informing Management of developments on a timely basis.
6. Responsible for organizing, tracking and filing all software revisions (for all relevant equipment types) for North America as required by HQ.
7. Participate and/or lead failure analysis with HQ R&D departments.
8. Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition.
9. Maintenance of all software products on customer equipment (patches, backups, version updates).
10. Perform data and performance analysis of the installed base at key customers. Support the technical support hotline during normal working hours. Ensure technical support issue tracking system is fully adhered to.
11. Visit customer and affiliates to review customer issues and provide required technical support and recommendations.
12. Must be able to travel domestically and internationally overnight, as needed, up to 40% of the time. Must possess a valid passport.
13. This position requires the use of EVG hired vehicles on EVG business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver’s license and have acceptable driving privileges.
14. Other duties, as assigned.

Additional Duties and Responsibilities:

1. Strong customer support and interpersonal skills and be able to interface with FSE’s and customers under stressful conditions while maintaining a professional demeanor, respect and courtesy at all times.
2. Complete understanding of project scheduling and management.
3. Cross-functional team building.

Qualifications / Education / Skills and Experience:

1. A minimum of a Bachelor’s Degree in computer science or another technical discipline (electronics, software, mechanical) or six (6) years related experience.
2. Knowledge in C#, .NET in the methods of software engineering is desired.
3. Must have strong computer skills including Word, Excel, Power Point and Windows (knowledge of SAP, CANbus and motion controllers preferred).
4. Must be able to work extended hours and/or flexible shifts as required.
5. Ability to communicate and demonstrate professional conduct with all levels of Management, personnel and customers.
6. Strong organizational skills.

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.

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.