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Regional Technical Support Engineer
2 months ago
Komatsu Ltd. is a renowned Japanese multinational corporation specializing in the manufacturing of construction, mining, forestry, military equipment, and various industrial machinery.
Gigaphoton Inc., a wholly-owned subsidiary of Komatsu, is dedicated to the development, production, and servicing of deep-ultraviolet (DUV) light sources tailored for the semiconductor sector.
Job OverviewThis entry-level position operates under the mentorship of seasoned professionals. The role involves learning established methodologies to execute specific tasks associated with Technical Support Engineer responsibilities, ensuring prompt resolution of issues within the U.S. region to meet customer satisfaction.
As you progress, you will become proficient in:
- Understanding and implementing GPU's service strategy
- Taking ownership of customer-reported issues and driving them to resolution
- Researching, diagnosing, troubleshooting, and identifying solutions through a systematic, data-driven approach
- Following standard procedures for escalating unresolved issues to appropriate internal teams
- Forecasting parts by comprehending Key Performance Indicators and assisting the Logistics Department
- Establishing reliable habits and demonstrating core behaviors to evolve into a competent Technical Support Engineer
- Escalate issues as they arise
- Communicate actions to supervisors
- Share lessons learned with team members
- Create and update action plans as directed
- Gather data for root cause analysis of early failures and prepare quality control reports
- Understand the operational methodologies and Best-Known Methods (BKM) for each site and/or customer
- Engage in continuous improvement initiatives
- Receive training to proficiently diagnose and troubleshoot technical issues proactively
- Track laser system issues 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 timely and accurate reports
- Document technical knowledge in notes and manuals
- Receive training 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 broader organizational context
- Communicate effectively with employees, managers, executives, and customers
Applicants should possess a degree in a relevant discipline or demonstrate equivalent knowledge, with an Associate's degree related to laser technology preferred.
0 - 3 years of progressive learning and experience in engineering, showcasing the ability to communicate, analyze, troubleshoot, and exceed performance expectations.
Strong written and verbal communication skills are essential, along with a commitment to representing Gigaphoton positively and professionally.
Komatsu (Gigaphoton Inc.) is an Equal Opportunity Workplace and an Affirmative Action Employer, welcoming all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
