Responsibilities

Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via remote or onsite support. Ensures equipment enhances customer production. Repairs and modifies equipment at customer facility. Evaluates equipment to determine type and extend of problem. Repairs involve board problems which can be performed using standard procedures as well as system level problems which have multiple causes and no standard procedures exist. Repair of system level problems are based on CSE's technical knowledge, education and training.

Provides guidance and technical assistance to Installation Engineer on installations at customer sites, also responsible for equipment relocation tasks.

Travels by car/train/airplane to customer facility.

Conducts customer orientation and explain basic technical introduction to customer on all aspects of equipment maintenance support for user applications.

Cross trains and assists other field service engineers as appropriate.

Prepares reports on customer support activity, file daily FSR (Field Service Report) after onsite activity, and provides documentation to engineering, marketing and sales on a re-occurring problems. Makes recommendations for improvements.


Qualifications

KNOWLEDGE AND SKILL:
Certification Level 3 - Proficiency in systems level repair of 1 or more products within a family is required. Advanced electronics skills. Ability to troubleshoot problems in software and electronic systems. Knowledge of optics and lasers, computer theory and applicable operating system knowledge. Good mechanical and analytical skills. Strong interpersonal/communication skills in understanding customer needs. Ability to work under pressure and stringent timelines since failure of company equipment may shut down customer manufacturing area. Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.

EDUCATION AND EXPERIENCE:
Bachelor degree with 2 years equivalent work experience or Master degree in engineering is required. Must obtain KLA certification level 3 as well as ongoing certification. Requires re-certification every 18 months.

SUPERVISION REQUIRED:
The nature of work requires that Customer Support Engineers work highly independently, only occasionally (approximately 20% of time) requiring guidance from management. Customer Service Engineers are required to contact management on a daily basis (twice each day) to report activities. Customer Support Engineers spend approximately 50% of time in office resolving equipment problems via remote and 50% of time at customer site.