Technical Support Engineer - ES

Tokyo Electron US; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

TOKYO ELECTRON AMERICA, INC. is seeking a technically skilled professional to provide first-line support, troubleshoot hardware and software issues, and escalate complex problems to engineering teams. You will document client interactions and work with field service engineers to resolve issues effectively.

Under supervision, you will stay current with product knowledge, communicate clearly with customers, and contribute to high customer satisfaction while adhering to safety and quality standards.

Qualifications

• Bachelor's degree in Engineering or related field preferred; otherwise 8+ years of relevant experience.
• Minimum of 6 months of professional engineering experience.
• Ability to troubleshoot and document technical issues clearly.

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

Analytical thinking

Problem solving

Communication skills

Interpersonal skills

Detail oriented

Regulatory compliance

Education

Bachelor's degree in Engineering

High School Diploma + 8 years experience

6 months engineering 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 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 / 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.

Subsidiary

TOKYO ELECTRON AMERICA, INC.