Technical Support Engineer - ES

TOKYO ELECTRON AMERICA, INC.; Phoenix (AZ); On-site; USD 42,000 - 65,000; Full time

Job summary

TOKYO ELECTRON AMERICA, INC. in Phoenix is seeking a technically skilled support engineer to provide first-line assistance to customers, troubleshoot simple hardware and software issues, and guide users via phone, email, and chat.

You will document issues for engineering, escalate complex cases, collaborate with field engineers and technicians, and stay current with product knowledge to ensure high customer satisfaction.

Qualifications

• Bachelor's degree in Engineering or related field, or equivalent with 8+ years of relevant experience.
• Minimum of 6 months of professional engineering experience.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, and chat.
• Diagnose and troubleshoot simple hardware and software issues.
• Document and report design, reliability, and maintenance issues to engineering.
• Escalate complex issues to higher-level support teams.
• Collaborate with field engineers, technicians, and product support to address recurring issues.
• Stay up-to-date with product knowledge and industry trends.
• Maintain high customer satisfaction through effective communication and problem-solving.

Skills

Troubleshooting

Customer service

Analytical thinking

Communication

Detail oriented

Education

Bachelor's degree in Engineering

High School Diploma with 8+ years experience

Tools

Documentation tools

Job description

Job Summary

Under direct supervision, the primary responsibility is to provide technical assistance and support to clients. Responsibilities include troubleshooting and resolving technical issues with minimal complexity, as well as providing customer service.

Essential Duties and 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

Supervisory and/or Leadership Responsibilities

None.

Knowledge, Skills and Abilities

• Basic knowledge of equipment troubleshooting techniques and methodologies
• Familiarity with electronic systems and components
• Strong analytical and problem-solving skills
• Detail-oriented with a high level of accuracy
• Ability to prioritize safety and quality in all aspects of work
• Ability to comply with regulations and guidelines
• Ability to manage risks effectively, and consider corporate social responsibility (CSR) initiatives
• Strong communication and interpersonal skills to effectively interact with customers and team members

Minimum Qualifications – (Education, Experience, Certification, & Licensure)

• 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.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. May be required to stand; reach with hands and arms, stoop and kneel May be required to sit for long periods of time May be required to lift, carry, push, pull or move up to 15 pounds Typically working within an office setting which may be noisy and distracting

Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Aff… 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.

Subsidiary TOKYO ELECTRON AMERICA, INC. We make innovation possible. At TEL, we’re committed to advancing future technologies and success starts with a community of talented individuals. Our global workforce of over 20,000 employees is embracing the challenge of a rapidly evolving tech landscape. Your growth fuels our progress. Our 360-degree learning approach ensures there’s something for every style from interactive classes and on the job training to formal programs led by certified technical experts and organizational development professionals. You’ll continue building your skills and nurturing your curiosity. To support your journey, TEL offers educational reimbursement to help you reach your learning goals.