Customer Support Engineer (2428) Northern California

Key Responsibilities

  1. Carry out the commissioning of equipment including operational and maintenance training requirements
  2. Respond to emergency breakdowns for any warranty and service contract work.
  3. Provide a visit report for each customer visit, detailing work completed, outstanding issues, time spent on site, travelling and help to ensure that all chargeable work is invoiced to the customer promptly.
  4. Authorize system ‘buy-off’ prior to shipment either with or in the absence of the customer.
  5. Liaise with technical support and systems engineering on any potential or actual system problems.
  6. Share key learning with the Customer Services Manager to ensure colleagues benefit
  7. Participate in professional and technical development training
  8. Liaise with Sales Team to provide useful background information.
  9. Help to maintain an accurate record of the status of systems, timing of warranty, parts supplied and service contracts.
  10. Provide detailed and accurate record of expense incurred on behalf of the Company.
  11. Carry out any other tasks that may be reasonably requested by Plasma.
  12. Take responsibility for your health and safety and for that of others who may be affected by your actions and behavior.
  13. Comply with Plasma’s and customers arrangements for health, safety and environmental protection.
  14. Contribute to the continuous improvement of our processes to improve the experience of customers and colleagues.

Indicative Performance Measures

  • Customer satisfaction indicators, system down time.

Education / Qualifications:

  • Formal relevant qualification, i.e. electronics based
  • Substantial relevant experience and training.
  • Fluent English speaker.

     Preferred but not essential:

  • HNC or other professional qualifications.
  • Combined mechanical and electrical skills/qualifications.

Professional Skills/ Abilities:

  • Have logical fault-finding skills
  • Effective relationship building skills
  • Be prepared to travel worldwide
  • Able to work on own initiative
  • Clear, confident communicator
  • Able to prioritize multiple tasks
  • Ability to interpret Electrical and Mechanical drawings
  • Good PC / PLC experience preferred
  • Experience of Semi-Conductor or closely related high-Tech Electronic industry.

Preferred (But not necessary):

  • Used to working in a clean room environment
  • Service background
  • Vacuum Experience.

Personal Qualities:

  • Customer focused
  • Flexible, co-operative and willing
  • Takes Accountability
  • Willingness to travel
  • Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
  • Takes responsibility for his/her own work and seek ways to continually improve the level of customer satisfaction, internally and externally.