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Customer Support Engineer, Plasma Etching
4 months ago
The Opportunity:
Our client is a leading provider of high-tech products and services for some of the world’s most important industrial and research communities. In advancing this mission, we are supporting them in the hiring of an Customer Support Engineer - Plasma, who is experienced with troubleshooting and repair of Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs, to join their Plasma team. This person will be based in the Montreal / Canada region.
In this role you will join a team of innovative and dedicated professionals. The CSE will install, train and provide ongoing maintenance on complex systems throughout the territory. You'll establish and maintain a high degree of customer satisfaction and confidence by appropriate actions and attitude acting as an advocate for the customer. On offer is a working environment where people are set up to thrive, with market leading benefits and vacation package.
What you'll be doing:
- Installing, and ensuring the operation of assigned systems and options to factory performance specifications.
- Performing training at installations.
- Ensuring the customer is aware at all times of the correct method to obtain basic results, basic safety and system care.
- Trouble shooting and repairing all assigned systems to the appropriate level.
- Performing instrument verification in accordance with departmental policies and procedures.
- Managing time, expense and inventory budgets accordingly.
- Understanding and control available resources to achieve customer satisfaction (such as Product Managers)
- Communicating with customers concerning the status of repair and or safety issues arising from work on their system in a timely manner.
- Promoting a positive image of our client in all communications, whether in person, by telephone or in writing.
- Advising customers on the availability of our clients related product options, upgrades and support contracts.
- Initiating Field Service Reports for each customer visit/repair in order to document instrumental and/or customer problems and the resolution of those problems.
- Submitting in a timely manner all reports and information on recurring or potential problems.
- Providing reports which include information, suggestions, recommendations and/or modifications to instrumentation, policies, manuals or concepts.
- Working closely with local sales representatives and agents to promote future sales, while understanding and maintaining customer satisfaction.
What you'll need to be successful:
- Three plus years related experience or equivalent combination of education and experience.
- Experience with troubleshooting and repair of etch/deposition/Ion Beam tools including, vacuum systems, RF systems, HV power supplies, PLCs.
- The ability to work independently, be accountable for meeting objectives,
- The ability to work on a flexible work pattern which will involve occasional travel and/or working outside normal working hours when necessary.
- Knowledge of MS Office / Windows systems,
- A sound background in ERP systems and CRM usage.
- Ability to perform multiple tasks simultaneously and manage associated priorities.
- Ability and willingness to travel overnight up to 70% of the time. 80% of work-related travel will be domestic, 20% international.
- A valid passport.
