Customer Support Engineer

Job Title: Customer Support Engineer – Prober Products 

Department: Customer Support 

Reports To: Regional Customer Support Manager 

FLSA Status: Non-Exempt 

Hourly Pay: $28-32/h

SUMMARY: The primary responsibilities of this Customer Support Engineer position include, but are not limited to, providing customer engineering support for Prober products and general support for all other America divisions by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: 

 Install, repair, and maintain America Probing Systems and related peripherals. 

 Perform the installation of electrical, mechanical and communication interfaces between probers, manipulators, testers and network systems. 

 Perform PM on America Probing Systems. 

 Perform basic prober repairs and communicate with the customer regarding status of installs/PM and repairs. 

 Communicate with customers regarding the current and future applications requirements and coordinate this information with the application engineering department. 

 Understand and communicate information relating to customer device trends and test strategies. 

 Complete detailed Field Service Reports (FSRs) and submit to management in a timely manner. 

 Document issues that cannot be resolved immediately at the customer site by using appropriate format (i.e., New Enhancement Requests (NERs), Bug Reports). 

 Demonstrated project management skills, including the ability to initiate projects, coordinate resources, document and communicate status and goals, and direct a project to completion. 

 Ability to develop and maintain project tracking tools (Gantt charts, Issue tracking, etc.) for multiple project and customers simultaneously. 

 Learn how customer uses system in device development and manufacturing test to identify future enhancement opportunities. 

 Support Sales and Marketing teams by providing technical expertise, coordinating and performing product demos, and being present at trade shows for customer engagement purposes. 

 Ability to develop clear, concise technical documents for new products, procedures, and discoveries to help guide other engineers and customers. 

 Travel as required to perform these duties and to obtain training. 

 All other duties as required. 

SUPERVISORY RESPONSIBILITIES: N/A 

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE:

Bachelor of Science in Mechanical Engineering (BSME) or Bachelor of Science in Electrical Engineering (BSEE) preferred. Associate of Arts or Technical School degree/certification with at least two years’ experience as a customer support engineer for Prober or other similar test equipment; or an equivalent combination of the above education and experience. Must be 

proficient in Microsoft Office. 

LANGUAGE SKILLS:

English Language Ability. Strong oral and written communication skills required. Experience with technical writing and a demonstrated ability to relay complex technical concepts through documentation preferred. 

MATHEMATICAL SKILLS:

Very high mathematical and computational ability. Able to quickly grasp the scientific principals behind very complex machinery and learn the operation of this machinery. 

Ability to interpret an extensive variety of technical instructions in mathematical or diagrammatic form and to deal with several abstract and concrete variables. Able to quickly ascertain and resolve equipment problems at customer sites. 

REASONING ABILITY: Excellent analytical ability and strong capability to make sound judgments. Able to define problems, collect data, establish facts and draw valid conclusions. 

CERTIFICATES, LICENSES, REGISTRATIONS: Training Certificates for prober and/or other test 

equipment a plus. 

PHYSICAL DEMANDS:

Ability to lift up to fifty pounds, unassisted. Must be able to push, pull, or move heavy machinery or equipment with or without assistance. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

Manufacturing/plant work environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.