Technical Support Engineer - ES

Tokyo-Electro; Phoenix (AZ); On-site; USD 85,000 - 120,000; Full time

Job summary

Tokyo Electron America, Inc. is seeking a Technical Support Engineer to provide expert assistance to clients under supervision. You will troubleshoot hardware and software issues, document interactions, and guide field engineers with clear, actionable steps.

The role involves collaboration with engineering and product teams to address recurring issues and maintain service quality. The ideal candidate has a degree in engineering or substantial engineering experience, strong communication skills,

Qualifications

• Bachelor's degree in Engineering or related field or HS Diploma with 8+ years of relevant experience.
• At least 6 months of professional engineering experience.
• Ability to diagnose and resolve simple technical issues and provide clear guidance to customers.

Responsibilities

• Respond to client inquiries and provide technical support via phone, email, and chat.
• Diagnose and troubleshoot simple hardware and software issues.
• Document, track, and report issues to engineering; escalate complex problems.
• Provide step-by-step instructions to customers and field engineers to resolve issues.
• Collaborate with cross-functional teams to identify recurring problems and improve support processes.
• Maintain up-to-date product knowledge and ensure high customer satisfaction.

Skills

Troubleshooting

Customer service

Technical support

Communication skills

Cross-functional collaboration

Education

Bachelor's degree in Engineering or related field

HS Diploma with 8+ years relevant experience

Job description

Let’s search for your next career at TEL. Use the form below to search our current opportunities and then apply. Please consider joining our Talent Community so that we may continue to engage with you.Job DescriptionJob 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 chatDiagnose and troubleshoot simple technical issues, including hardware and software problemsDocument, track, and report design, reliability, and maintenance issues to engineeringEscalate complicated issues to higher-level support teamsProvide step-by-step instructions and guidance to customers and/or field service engineers to resolve uncomplicated issuesDocument and track all client interactions and issue resolutionsCollaborate with cross-functional teams, including field engineers, technicians, and product support to identify and address recurring customer issuesStay up-to-date with product knowledge and industry trends to better assist customersMaintaining a high level of customer satisfaction through effective communication and problem-solving skillsSupervisory and/or Leadership Responsibilities:None.Knowledge, Skills and Abilities:Basic knowledge of equipment troubleshooting techniques and methodologiesFamiliarity with electronic systems and componentsStrong analytical and problem-solving skillsDetail-oriented with a high level of accuracyAbility to prioritize safety and quality in all aspects of workAbility to comply with regulations and guidelinesAbility to manage risks effectively, and consider corporate social responsibility (CSR) initiativesStrong communication and interpersonal skills to effectively interact with customers and team membersMinimum 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 experiencePhysical 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 kneelMay be required to sit for long periods of timeMay be required to lift, carry, push, pull or move up to 15 poundsTypically working within an office setting which may be noisy and distractingDiversity 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.SubsidiaryTOKYO ELECTRON AMERICA, INC.