Client-Focused Technical Support Engineer

Tokyo Electron; Phoenix (AZ); On-site; USD 52,000 - 78,000; Full time

Job summary

Tokyo Electron America, Inc. in Phoenix seeks a technically skilled support engineer to assist customers with hardware and software issues via phone, email, and chat. You will diagnose simple problems, document interactions, and escalate complex cases to higher-level teams.

You will collaborate with field engineers and product support, stay current with product knowledge, and strive to maintain high customer satisfaction through clear communication and problem solving.

Qualifications

• Bachelor's degree in Engineering or a related field; or High School Diploma or equivalent with at least 8 years of relevant experience.
• Minimum of 6 months of professional engineering experience

Responsibilities

• Respond to incoming client inquiries and provide technical support via phone, email, and chat
• Diagnose and troubleshoot simple technical issues, including hardware and software problems
• Document, track, and report design, reliability, and maintenance issues to engineering
• Escalate complicated issues to higher-level support teams
• Provide step-by-step instructions and guidance to customers and/or field service engineers to resolve uncomplicated issues
• Document and track all client interactions and issue resolutions
• Collaborate with cross-functional teams, including field engineers, technicians, and product support to identify and address recurring customer issues
• Stay up-to-date with product knowledge and industry trends to better assist customers
• Maintaining a high level of customer satisfaction through effective communication and problem-solving skills

Skills

Troubleshooting

Customer service

Communication

Detail-oriented

Cross-functional collaboration

Education

Bachelor's degree in Engineering or related field

High School Diploma or equivalent with 8 years of relevant experience

Tools

CRM software

Job description

Tokyo Electron America, Inc. in Phoenix seeks a technically skilled support engineer to assist customers with hardware and software issues via phone, email, and chat. You will diagnose simple problems, document interactions, and escalate complex cases to higher-level teams.

You will collaborate with field engineers and product support, stay current with product knowledge, and strive to maintain high customer satisfaction through clear communication and problem solving.