Customer Service Technician

Company Description

INFICON is a leading provider of innovative instrumentation, critical sensor technologies, and Smart Manufacturing/Industry 4.0 software solutions that enhance productivity and quality of tools, processes, and complete factories. These analysis, measurement and control products are essential for gas leak detection in air conditioning/refrigeration and automotive manufacturing. They are vital to equipment manufacturers and end-users in the complex fabrication of semiconductors and thin film coatings for optics, flat panel displays, solar cells and industrial vacuum coating applications. Other users of our vacuum-based processes include the life sciences, research, aerospace, packaging, heat treatment, laser cutting and many other industrial processes. We also leverage our expertise in vacuum technology to provide unique, toxic chemical analysis products for emergency response, security, and environmental health and safety.

Job Description

This role is responsible for managing warranty claims and repairs for Service Tools products, including thorough documentation of findings and resolutions. The position also provides phone support to assist customers and internal teams. The successful candidate will work independently to manage daily responsibilities while collaborating effectively within a team environment.

The purpose of this role is to handle all Service Tools product repairs. This includes both in warranty return evaluations, and out of warranty billable repairs. Provide technical support to INFICON Service Tools' network of distributors, sales representatives and end-users. Additionally, this role provides backup assistance for our customer service and sales teams.

Items include but not limited to:

• Diagnose, troubleshoot, and repair equipment to module and component level. Maintain, service, and repair multiple product lines. Test and verify operation of repaired equipment.
• Properly process all warranty returns and out of warranty repairs for Service Tools through established SAP procedures. Includes generating return numbers (warranty and billable returns) on SAP for customers, tracking the returns and closing them out on SAP.
• Acts as a technical resource for inbound customer inquiries, stepping in when calls require a higher level of expertise than the customer service team can provide. Also supports the team by covering calls during staffing gaps or high-demand periods.
• Be involved in Service Tools sustaining projects as well as new product development, communicating issues related to repairs and maintenance.
• Executes reports for management about the warranty/repair details. Communicate details to management/engineering teams with issues noticed on warranty items
• Assist Service Tools Marketing with developing and maintaining repair parts lists for all products
• Provide sales and technical assistance to Service Tools distributors and end users

Qualifications

• High School Diploma or GED with 4 plus years relevant experience OR.
• Associates Degree in Mechanical Technology, Electrical Technology or vocational/technical/military training with 2 years relevant experience
• 2+ years of experience communicating effectively with customers, conveying technical information in a clear, professional, and approachable manner
• Strong mechanical aptitude with fine motor skills required.
• Experience with circuit boards, electrical equipment, measuring devices and hand tools
• Ability to grow into troubleshooting failures for efficient and effective resolutions to issues.
• Strong analytical and problem-solving skills with attention to detail required.
• Must be capable of reading engineering drawings and assembly specifications
• Must be organized and keep accurate records.
• Must communicate and collaborate effectively across cross-functional teams.
• Will be expected to interface effectively with supervision and work in a team-based environment.
• Must be comfortable using PC's and be proficient in Microsoft Office applications.
• Excellent verbal and written communication skills
• Ability to work independently and be self-motivated while remaining part of a close-knit team
• Strong priority and time management skills
• Ability to multitask

Additional Information

The expected salary range for this position is between $24 and $31/hr. The actual compensation will be determined based on experience, location, and other factors permitted by law. In addition, INFICON employees are eligible for a profit-sharing bonus with a target of 10% as well as 401K match up to 8% (vesting schedule).


INFICON provides a dynamic work environment that promotes diversity, equity, and inclusion. Our employees experience ongoing green initiatives, flexible work hours, and a variety of health and wellness programs.

INFICON's forward-thinking approach offers countless opportunities to design, support, and manufacture a diverse product portfolio that expands globally. Our Lean and Agile work environment offers competitive compensation, relocation assistance, a discretionary bonus, and generous employee benefits; major medical, dental, health, vision, 401K, vacation and sick time, tuition reimbursement, and more!

INFICON is committed to ensuring that our online application process provides an equal opportunity to all job seekers that apply without regard to race, religion, ethnicity, national origin, citizenship, gender, age, protected veteran status, disability status, genetic information, sexual orientation, or any other protected characteristic. A notice describing Federal equal employment opportunity laws is available here to reaffirm this commitment. Any contact that would like to request a reasonable accommodation to participate in the application process should contact View email address on click.appcast.io.

INFICON, Inc. strictly complies with all aspects of the Export Administration Regulations ('EAR'), including those sections dealing with deemed exports to foreign nationals.

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