Customer Support Engineer

CIMS; Irvine (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

CIMS in Irvine, CA is seeking a full-time Customer Support Engineer to join our on-site team. You will provide technical support for CIMS inspection and metrology systems, diagnose issues, and implement solutions while coordinating with engineering and product teams.

Daily duties include responding to inquiries, analyzing system performance, performing installations and upgrades on customer sites, and training users.

Qualifications

• Strong customer-facing skills in Customer Support and Communication to manage inquiries, explain technical concepts clearly, and maintain positive relationships.
• Proficiency in Troubleshooting and Technical Support to diagnose hardware and software issues, interpret logs, and apply effective solutions.
• Experience with Field Service activities, including on-site installations, maintenance, and system upgrades in an industrial or manufacturing environment.
• Knowledge of inspection, imaging, or PCB manufacturing processes, or related electronics/semiconductor industries is highly beneficial.
• Bachelor’s degree or equivalent experience in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical field.
• Ability to work independently, manage multiple support cases, and travel to customer sites as needed.
• Familiarity with diagnostic tools, system configuration, and basic networking for equipment connectivity and remote support.
• Strong problem-solving skills, attention to detail, and commitment to safety and quality standards.

Responsibilities

• Respond to customer inquiries and analyze system performance.
• Coordinate with internal teams to resolve complex technical problems.
• Perform on-site field service including installations, upgrades, and preventive maintenance.
• Provide training to users on system operation and best practices.
• Document support activities and contribute to knowledge base content.
• Ensure reliable operation and customer satisfaction.

Skills

Customer-facing skills

Troubleshooting

Field Service experience

PCB/manufacturing knowledge

Independent work

Education

Bachelor’s degree in Electrical Engineering, Mechanical Engineering, Computer Engineering, or related technical field

Tools

Diagnostic tools

System configuration

Networking basics

Job description

Company Description

CIMS delivers advanced automated optical inspection, final/visual inspection, metrology, and upgrade solutions that enhance production processes and yield in PCB, HDI PCB, Flex and Rigid-flex PCB, and IC substrate manufacturing. The company focuses on the specific needs of each segment in the PCB and IC substrate industry, using cutting-edge imaging and image processing technologies. CIMS solutions are applied at multiple stages of the manufacturing process, helping customers improve quality, efficiency, and reliability. In addition to systems and add-on options, CIMS provides dedicated technical support and service to ensure optimal system performance. More information is available on the CIMS website (www.cims.com).

Role Description

This full-time, on-site Customer Support Engineer role is based in Irvine, CA. The person in this role will provide technical support to customers using CIMS inspection and metrology systems, including diagnosing issues, performing troubleshooting, and implementing solutions. Daily activities include responding to customer inquiries, analyzing system performance, and coordinating with internal engineering and product teams to resolve complex technical problems. The role involves on-site field service work such as installations, upgrades, preventive maintenance, and training users on system operation and best practices. The Customer Support Engineer will document support activities, contribute to knowledge base content, and help improve customer satisfaction by ensuring reliable operation of CIMS solutions.

Qualifications

• Strong customer-facing skills in Customer Support and Communication to manage inquiries, explain technical concepts clearly, and maintain positive relationships.
• Proficiency in Troubleshooting and Technical Support to diagnose hardware and software issues, interpret logs, and apply effective solutions.
• Experience with Field Service activities, including on-site installations, maintenance, and system upgrades in an industrial or manufacturing environment.
• Knowledge of inspection, imaging, or PCB manufacturing processes, or related electronics/semiconductor industries is highly beneficial.
• Bachelor’s degree or equivalent experience in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical field.
• Ability to work independently, manage multiple support cases, and travel to customer sites as needed.
• Familiarity with diagnostic tools, system configuration, and basic networking for equipment connectivity and remote support.
• Strong problem-solving skills, attention to detail, and commitment to safety and quality standards.