Product Support Engineer

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Job Description

Job Responsibilities

• Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical equipment, computer systems, complex software, or networked and / or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Reports design, reliability and maintenance problems or bugs to design engineering / software engineering.
• May be involved in customer installation and training. Provides support to customer / users where the product is highly technical or sophisticated in nature.
• Provides technical information and assistance regarding new systems or changes / modifications to existing systems.
• Coordinates activities with materials management concerning parts availability, expected replacement intervals, and shipments to and from the factory (Japan).
• Maintains communication regarding technical support activities through meetings, reports, documentation or other means as required.
• Performs SMBWA and completes reports as required.
• Remains current on equipment / tools through appropriate training, manuals, factory periodicals, and other relevant materials.
• Develops and maintains action-item tracking list for resolving long-term equipment performance and reliability issues.
• Advises factory-engineering group on details of customer facility requirements including clean room configuration, local regulations and customer-specific issues.
• Provides technical support and assistance to customer facilities engineering group for preparation of equipment installation.
• Consults with customers, field personnel and factory engineering to identify and resolve recurring equipment failures, malfunctions or areas for improvement.
• Assists internal sales and marketing staff as well as customers to identify new standards, processes, manufacturing techniques, and new technologies in order to direct factory on future market requirements
• Provides on-site Field Engineer training on current and new product technology.
• Provides Technical presentations as required for customers and the field service team as needed.
• Coordinates site-specific improvement plans.
• Actively participates in any availability, utilization, PM reduction, BKM generation projects and safety issues which will positively affect the overall TEL quality and uptime metrics.

Minimum Requirements :

Physical Demands and Work Conditions

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets and bend or stand as necessary. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds. This position also requires 4 to 6 hours per day at a computer screen / keyboard.

Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

SubsidiaryTEL Manufacturing and Engineering of America, Inc.