Perform installation and startup of new equipment. Work with customers and internal resources to resolve customer service related questions and issues. Manage incoming service calls and help coordinate appropriate actions. Maintain and manage the customer service activity data base. Travel to customer’s
facility for troubleshooting and repair of existing installed base, electrical, mechanical, and computer components on vacuum equipment.
Internal first responder to customer calls
Interact with customers on a daily basis
Maintain and manage a service schedule
Travel to customer’s facility for Installations, Upgrades, Service Contract Preventative Maintenance & On Demand service
Participates in on-site system acceptance testing and training
Coordinate directly with customers for travel schedule
Answers inquiries (telephone, verbal, email, literature, etc.)
Troubleshoot and repair tools that are returned to company (in house service)
Assist in new system start up and customer training at Company when required
Document and maintain service reports
Writing Preventative Maintenance procedures and defining spares lists
Documenting Best Known Methods & Best Practices
Other duties as defined by supervisor
Apply computer/software skills in resolving clients’ issues
Train customers in proper PM procedures
Knowledge of Vacuum Technology, 5 years of experience desirable
Experience troubleshooting electronics and complex mechanical assemblies
Experience/knowledge of Thin Film Deposition beneficial
Familiar with Microsoft Windows OS and Office Suite: Excel, Word, Access, PowerPoint, and AutoCad
Experience with PLC hardware/software: GE, Automation Direct, and IDEC a plus
Excellent communication skills, written and oral
Detail oriented and highly organized
Ability to work in a fast paced environment
Experience in equipment electrical wiring practices
Domestic and International travel required (up to 50%)
Must have or be able to get a valid US Passport
Candidate must be a US citizen
Ability to read electrical and mechanical drawings
Ability to write reports, business correspondence
Ability to effectively present information and respond to questions from groups of engineers, technicians, managers, clients and customers.
Ability to solve practical problems and deal with a variety of concrete variables in situations
where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Ability to troubleshoot software, re-install OS, perform software upgrades and installation, troubleshoot hardware issues, set up peripherals, and help end-users understand company software
Ability to troubleshoot PLC software & hardware, perform upgrades
Train customers on operating Company Software
Qualified candidate may work remotely.