Field Service Engineer

2 weeks ago

Phoenix, Arizona, United States Komatsu Full time
Company Overview

Komatsu Ltd. is a prominent Japanese multinational corporation specializing in the manufacturing of construction, mining, forestry, military equipment, diesel engines, and various industrial machinery.

Gigaphoton Inc., a fully owned subsidiary of Komatsu, focuses on the development, production, and servicing of deep-ultraviolet (DUV) light sources tailored for the semiconductor sector.

Job Overview

This is an entry-level position where the individual will work under the supervision of seasoned professionals. The role involves learning established methods to execute specific and limited responsibilities associated with the Technical Support Engineer position, ensuring timely resolution of issues within the U.S. region to meet customer satisfaction.

Key Responsibilities
  • Gain proficiency in GPU's service strategy.
  • Take ownership of customer-reported issues and drive them to resolution.
  • Research, diagnose, troubleshoot, and identify solutions to system issues using a systematic, data-driven approach.
  • Follow standard procedures for escalating unresolved issues to the appropriate internal teams.
  • Forecast parts based on a strong understanding of Key Performance Indicators and assist the Logistics Department.
  • Establish solid habits and demonstrate strong core behaviors to become a reliable Technical Support Engineer.
Additional Responsibilities
  • Escalate issues as they arise and communicate actions to supervisors.
  • Share lessons learned with team members.
  • Create and update action plans as directed.
  • Collect data for root cause analysis of early failures and prepare Quality Control Reports.
  • Understand the operational methods and Best-Known Methods (BKM) for each site or customer.
  • Engage in continuous improvement initiatives.
  • Receive training to enhance proficiency in diagnosing and troubleshooting technical issues proactively.
  • Track laser system issues through to resolution within agreed timeframes.
  • Guide clients through a series of actions via various communication methods until technical issues are resolved.
  • Utilize internal databases or external resources to provide accurate technical solutions.
  • Ensure all issues are logged appropriately and follow up with customers.
  • Prioritize and manage multiple open issues simultaneously.
  • Prepare accurate and timely reports.
  • Document technical knowledge in the form of notes and manuals.
  • Receive training to become proficient in Logistics Support, including part identification and forecasting.
  • Learn and adhere to all safety regulations and maintain a safe workplace.
  • Develop business acumen to understand the organization’s key drivers and their interrelations.
  • Effectively communicate ideas to colleagues, managers, executives, and customers.
Qualifications

A degree in a relevant discipline or equivalent knowledge, with an Associate's degree related to laser technology preferred. Candidates should have 0-3 years of progressive learning and demonstrated skills in engineering, showcasing the ability to communicate, analyze, troubleshoot, and exceed expectations in assigned tasks.

Strong written and verbal communication skills are essential, along with a desire to represent Gigaphoton in a professional manner and a commitment to excellent customer service.

Equal Opportunity Statement

Komatsu (Gigaphoton Inc.) is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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