SUMMARY:
Plasma-Therm Technical Support Engineers support company clients in the implementation, management, and troubleshooting of all hardware and software-based issues and requests. A Technical Support Engineer must possess good judgment skills, display a strong sense of urgency when handling customer interactions and have a passion for customer satisfaction. This position is best suited for candidates that thrive in a fast-paced, performance-driven environment and are focused on seeing customer issues through to completion.
DUTIES AND RESPONSIBILITIES:
· Consistently achieves results in responding to Customer and Plasma-Therm technical personnel inquiries regarding product specifications, maintenance and performance issues. Provides technical assistance in any manner as required
· Excellent organizational, written and oral communication skills - must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets, as well as be able to compose knowledge base articles and other technical instructions
· Responds to requests – answers questions, analyzes and troubleshoot customer problems, and provides training over the phone, internet or at customer’s site, as needed
· Evaluates, troubleshoots, and follows-up on customer issues as well as replicate and document for further escalation
· Demonstrates leadership and teamwork throughout all job responsibilities
· Maintains accurate records and issues complete and timely reports as required
· Evaluates, maintains, and organizes technical documentation for product lines
· Maintains complete and detailed knowledge of products and applications
· Technical Writing: Creates and maintains documentation to help others learn and execute technical projects
· Helps clients resolve integration issues requiring in depth expertise of mechanical and software design
· Responds successfully to complicated & complex Customer requests for modifications, upgrades and repairs
· Acts as customer liaison regarding customer implementation of products. Provides pro-active customer service and problem resolution
· Utilizes phone, email, remote connections and on-site as required, to investigate customer issues
· Provides afterhours emergency service to customers during assigned periods as required
· Assists in customer service department by performing field service engineering duties as needed
· Performs other duties as assigned
· It is every employee’s responsibility to be aware of and adhere to the applicable Safety & Health, Quality and Environmental Process of Plasma-Therm, LLC
SUPERVISORY RESPONSIBILITIES:
None
QUALIFICATIONS:
· Associates Degree in a related technical discipline required; Bachelor’s Degree in a related technical field preferred
· Minimum five years of directly related experience with plasma processing equipment, or equivalent combination of education and experience
· Must possess a valid driver’s license, clean driving record, major credit card (for business travel), and valid passport with no restrictions
SKILLS AND ABILITIES:
· Ability to communicate effectively interdepartmentally and externally with customers and vendors, and respond to common inquires, complaints, and requests
· Ability to read and interpret technical journals and reports
· Intermittent level background in computers, networks, and applications
· Good organization, prioritizing, and multitasking skills
· Ability to define problems, collect data, establish facts, and draw valid conclusions
· Ability to travel (up to 50%) to support customers and Plasma-Therm technical personnel as required
· Must demonstrate effective technical training and presentation skills
WORK ENVIRONMENT AND PHYSICAL DEMANDS:
· The normal work environment is typical of a business office, manufacturing operation with laboratory and clean room facilities. Work is performed at the corporate office and individual customer sites
· The incumbent is routinely required to sit, stand, walk, stoop, kneel, touch, see, and hear, and may be required to lift or move up to 50 pounds; over 50 pounds with assistance
· While performing the regular duties of the position, the incumbent is regularly exposed to moving mechanical parts, risk of electrical shock, and possible exposure to toxic or caustic chemicals. The incumbent must be able to wear safety equipment and follow safety instructions.
Plasma-Therm is an equal employment opportunity employer, in accordance with applicable federal and state laws for qualified employees and applicants without regard to race, religion, color, sex, age, national origin, sexual orientation, gender identity, marital status, genetic information, protected veteran, or disability status. When requested and necessary, we provide reasonable accommodations for qualified individuals with disabilities.
Job Summary
