Technical Support Specialist III
Company: ASM Nexx Inc.
Location: Billerica
Posted on: May 13, 2022
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Job Description:
Summary: Tried of traveling as a Field Service Engineer but
still want to make an impact? Bring your expertise to our team and
support our customers and our field service engineers. Our
Technical Support Specialist is a member of the customer support
team and partners with field service engineers to ensure that
repairs, installations, and upgrades at customer sites are
successful. The Technical Support Specialist assists with technical
escalations that require additional support and communication
between the factory, the field service engineer, the customer, and
other relevant parties. The Technical Support Specialist studies
technical applications; manuals, speaks with factory engineers, and
communicates recommendations to either the field service engineer
or the customer. This position may also offer suggestions for
product improvements for future product designs. Key
Responsibilities and Duties / Essential Functions: Assist Field
Service Engineers with escalations for installs, repairs, and
upgrades Communicate with development or other product engineers to
problem-solve, devise and implement solutions to obstacles that
affect customer satisfaction concerning ASM Nexx equipment Tracks
and reports implementation of improvements Monitors status of
incoming/returned parts RMA---s, from customer returns, and may
assist with coordinating warranty claims from customers Manages
failure analysis for non-conforming parts, (NCR) Writes standard
operating procedures for installation and preventative or other
maintenance of equipment Participates in weekly escalation
meetings, tracking performance and driving solution May require up
to 25% international travel to customer sites Other related job
duties as assigned Education and Experience: Associate---s degree,
(Bachelor---s degree preferred), in a technical discipline 3-5 or
more years--- experience with troubleshooting and repair of complex
electromechanical equipment Qualifications and Skills: Prefer prior
experience working with vacuum-based equipment Desire prior
experience with Wet Chemistry (Physical Vapor Deposition-PVD) or
Plating equipment Strong communication skills both verbal and
written Intermediate Excel user ability Ability to develop basic
presentations using PowerPoint and present status updates in
meetings Candidate must have good customer service skills Must be
fluent in English, both written and verbal Patience in
communicating with non-native English speakers Ability to travel
internationally and obtain a US Passport and credit card for travel
Supervisory Responsibilities: N/A Work Environment: This job
operates in a professional office environment, in cleanrooms, and
in customer factories around electro-mechanical equipment. Physical
Requirements: Job duties may be performed in a clean room
environment. Mechanical aptitude, manual dexterity and ability to
lift/carry objects up to 35 pounds may be required. May require
bending/stooping/crawling/climbing. May require the use of Personal
Protection equipment and proper industry safety procedures when
working with one or more dangerous element or conditions such as
chemicals, electric currents or high voltage, moving mechanical
parts, etc. Regular airline/overnight travel is required. Expected
Hours of work: Days and hours of work are typically Monday through
Friday, 8:00 a.m. to 5:00 p.m. or as assigned by supervisor. This
position occasionally requires long hours or weekend work,
including overnight stays due to travel. Travel: Domestic or
international travel may be required, approximately 20-30% EOE
M/F/D/V To apply, click HERE .
Keywords: ASM Nexx Inc., Billerica , Technical Support Specialist III, IT / Software / Systems , Billerica, Massachusetts
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