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Technical Support Engineer II

2 months ago

Tempe, Arizona, United States EV Group, Inc. Full time

Overview:

This role involves the installation, maintenance, troubleshooting, and repair of sophisticated electronic and electromechanical systems, as well as field service and process applications. The individual will serve as an independent "product specialist" for selected EVG product lines, assisting in the execution of intricate customer installation strategies aimed at ensuring reliability, process validation, and completion. Responsibilities also include training customer staff on advanced equipment operation and maintenance protocols.

Key Responsibilities:

To excel in this position, the candidate must effectively manage the following core responsibilities:

  1. Deliver professional and courteous service to clients, prioritizing complete customer satisfaction.
  2. Assist clients and team members in diagnosing and resolving equipment-related process issues.
  3. Conduct onsite preventive maintenance, clean equipment as necessary, and verify operational quality.
  4. Manage start-up, warranty, and service contract tasks, ensuring timely hardware setup on designated systems.
  5. Keep management updated on equipment downtime situations and document all activities as required.
  6. Troubleshoot and rectify process discrepancies, diagnosing hardware or process issues on equipment.
  7. Engage in local customer meetings and communicate effectively with clients in various settings.
  8. Prepare and submit necessary documentation promptly.
  9. Maintain accurate logs and records for all assigned equipment.
  10. Be available for overtime and travel on short notice, including unscheduled callouts.
  11. Travel domestically and internationally, as required, up to 75% of the time, and possess a valid passport.
  12. Utilize EVG vehicles for business purposes, ensuring safe operation and maintaining a valid driver's license.
  13. Train fellow Field Service Engineers on specific product lines and company software.
  14. Assist with onsite equipment installations or complex retrofits, securing customer acceptance.
  15. Employ training skills to troubleshoot tools, minimizing downtime and ensuring efficient operation.
  16. Perform other duties as assigned.

Additional Responsibilities:

  1. Initiate purchase orders for parts and services as needed.
  2. Maintain and repair company demo cleanroom equipment.
  3. Stay informed and trained on the latest company systems, methods, and safety procedures.
  4. Exhibit excellent customer service skills, both domestically and internationally.
  5. Maintain good housekeeping practices in all work areas.

Qualifications / Education / Skills and Experience:

  1. A degree in a related engineering field (associate or bachelor's) plus two years of relevant experience, or up to four years of experience in the installation and repair of semiconductor/electronic production equipment.
  2. Advanced skills in electromechanical troubleshooting.
  3. Familiarity with quality improvement processes and terminology.
  4. Ability to identify and resolve complex process-related system issues.
  5. Strong communication skills and professional conduct with clients, management, and colleagues.
  6. Proficient in PC applications (Windows, MS Office suite).
  7. Preferred: Training in Kepner-Tregoe Problem Solving and Decision Making.

Physical Requirements:

  1. Regularly required to stand, sit, reach, stoop, kneel, crouch, crawl, and lift/move up to 50 pounds. Visual acuity is necessary.
  2. Must be able to wear appropriate cleanroom attire and work in a cleanroom environment up to 75% of the time.

This job description does not encompass all duties that may be assigned to the employee. The employee may be required to follow other job-related instructions and perform additional job-related tasks as directed by authorized personnel.