Customer Support Engineer - Utica, NY

Overview

Customer Support Engineer who provides customer service for updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites to ensure customer satisfaction and operational quality.

What you'll do

• Update, troubleshoot, diagnose, and repair complex capital equipment at customer sites.
• Evaluate and solve technical equipment problems via telephone, remote access, or in person.
• Coordinate actions with customers to minimize downtime and assure operational quality.
• Prepare field service reports and track support activity.
• Analyze data to drive solutions for system-level troubleshooting and remote support sessions.
• Cross-train and mentor other field service engineers and assist installation teams on startup/relocation.

What you'll need

• Associates or Bachelor’s level degree or 3 years of work experience.
• Ability to use and understand DVMs, oscilloscopes, flow meters, and other test equipment.
• Completion of ongoing technical training to apply diagnostic techniques and service aids.
• Certification Level 3 including basic proficiency in systems-level repair within a defined time period.
• Good interpersonal and communication skills to understand customer needs and communicate issues to technical audiences.
• Strong capability to meet timelines for system down events affecting manufacturing.

Details

• Job location: Utica, NY.
• Work mode: Virtual/Remote USA.
• At least 50% of time at customer site and/or cleanroom factory environment.