Technical Support Engineer - ES

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

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 / Affluent 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.