Technical Support Engineer: Resolve Tech Issues for Clients

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

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.