What are the responsibilities and job description for the Technical Support Engineer - Electronics Assembly Industry position at American Iron and Metal?
Company Description
Since 1936, AIM Solder has been a manufacturing company specializing in a wide range of soldering products for the industrial and electronics sectors. Our headquarters are based in Montreal, where we are dedicated to manufacturing reliable and innovative products to our clients worldwide. At AIM Solder, we value professional growth and employee well-being while fostering a collaborative and dynamic work environment.
Job Description
The field service Technical Support Engineer performs the overall duties of technical services and support for the electronics assembly industry, in the following areas: South-West, West-Coast and North of Mexico.
Responsibilities include but are not limited to:
- Demonstrating AIM’s solder products on SMT, Wave Solder, Selective Solder, etc. production lines.
- Working with AIM Sales associates during product evaluations with customers.
- Responding to customers’ requesting technical support and evaluating customer needs in a timely manner.
- Providing prompt technical support service either on-site, or remotely online (Teams/video conference) or over the telephone (WhatsApp, videochat App, etc.)
- Traveling to customer sites locally or out-of-town to provide Technical Support as required and authorized by the Director of Technical Applications or to the Regional Technical Support Manager (as appropriate).
- Providing different levels of customer support depending on the complexity of the request. This could include on-site troubleshooting, process diagnostic and development, process optimizations, problem troubleshooting and debugging, technical training for engineers, technicians and operators.
- Providing weekly activity and trip reports and/or entering reports in the CRM.
- Submitting evaluation and troubleshooting reports such as ATRs as needed.
- Relaying product trends and problems as well as customer needs to Director of Technical Support and Applications and Regional Technical Support Manager (as appropriate).
- Performing daily work (field and office) in an organized and traceable manner.
- Develop and create strong technical relationships and opportunities with key customers.
- Maintain and implement friendly customer “Beta Site” for testing of AIM developed products.
- Working with Product Development projects in the AIM Applications lab as required.
Qualifications
- 5-7 years’ experience running electronic assembly lines for an EMS provider or OEM, experience in management, relevance to be determined by the Director of Technical Applications and Support.
- Post-Secondary Education, Science or Engineering degree preferred
- Bilingual English/Spanish.
- Excellent interpersonal skills, customer orientation, and problem-solving skills
- Available to travel frequently to provide on-site support for customers in USA (South-west & West-coast) and North of Mexico.
Additional Information
AIM Solder promotes diversity and inclusion and fosters a work environment where team members feel valued, respected and supported. The masculine gender is used only to simplify the content of the text.