Technical Support Engineer - Hillsboro, United States - Edwards Vacuum

Description

The Technical Support Engineer is responsible for providing the highest levels of field service support which will directly drive the development and growth of Edwards sales and service business.

Areas of support typically cover installation, commissioning, and troubleshooting of all Edwards Smart TMS products, with key areas of focus being Safety, Quality and Customer satisfaction.

MAIN RESPONSIBILITIES:

Assists Edwards service and customer technicians with trouble shooting through a tiered escalation path, serving as Level 4 escalation point for Smart TMS product support globally.

Work in collaboration with application engineer to support for on-site installation and commissioning of Smart TMS products as needed.
Provides guidance to end users about equipment maintenance practices and schedules.
Provides on the job training to local teams.
Maintain the Smart TMS App, updating available parts and kits to coincide with NPI and CIP activities.
Provide first article product and software usability assessments as needed.
Solicits and distributes field feedback on samples, concepts, software and first articles. Collects data and regularly assesses for trends to drive CIP activities.
Work collaboratively with the Edwards service team and Edwards Engineering.
Responsible for product failure and quality issues reporting & feedback.

Works with technical writers to creates content, review, provide feedback, and approve installation, commissioning, maintenance, and removal documents for all Smart TMS products.

Review and provide feedback for all Smart TMS manuals.
Participate in design specification development and design reviews (technical input, service perspective and service feedback, and customer inputs).

Participate in NPI & CIP projects by providing historical context & information, field service inputs and perspective, site & customer requirements, and typical use scenarios.

Provide design/technical inputs for applications and integrated systems.

Work with Training & Development and Software teams to manage relevant internal and customer training programs, driving initial creation and updates as necessary.

Education level

Position requires an Associates or Bachelor's degree in a technical discipline or equivalent education/training such as military.

Relevant Previous Experience

Minimum 5 years field experience in a relevant or related industry, ideally with a strong customer facing bias.

Knowledge Areas/Skills

Knowledge and experience of the principles of electrical or mechanical component constructions and assembly.

Other Requirements

Computer literate with a good command of MS Excel, Outlook Word, Teams, and PowerPoint.

About Edwards

Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells.

They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment.

Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.
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