Job description

Job description

The company`s headquarters are in Milford, MA 01757, USA. However, the job will be on site maintenance and repairs situated in the RDU area.

Responsibilities:

Essential Job Responsibilities - the FSE performs the major functions listed below. The position may require additional duties/responsibilities that may not be outlined below, and specific functions are subject to change.

• Serves as a technical expert for customer inquiries related to service and performance of the equipment.
• Maintain focus on customer satisfaction. Be the voice of the customer within the organization.
• Establish and maintain relationships with assigned customers.
• On-site support including installation of new equipment, preventive maintenance, troubleshooting, repairs, upgrades, and calibration.
• Remote (phone, email) support to customers.
• Order and manage spare parts.
• Keep up to date on administrative responsibilities such as maintaining service reports, service logs, and internal service records in a timely manner.
• Maintain daily communications with customers to ensure resolution and proper follow-up.
• Maintain tools and test equipment and ensuring they are properly calibrated.
• Follows EHS safety requirements.
• Escalate issues to Technical Support Management to resolve service issues.
• Identify and pursue sales opportunities such as new contracts, contract renewals, and system sales.
• Support and collaborate with other members of the Technical Support team, Engineering, Manufacturing.
• Travel both domestically and internationally. Travel may be required on short notice.
• Work with the Technical Writers to produce service manuals and other documentation.
• Conduct technical trainings for customers either at Milara or at customer site.
• Work independently or as a member of a team to provide efficient support to all customers within the assigned area.

Qualifications & Requirements:

The following qualifications are the minimum requirements necessary to successfully perform this role. However, any equivalent combination of experience, education, and training, which provides the necessary knowledge, skills and abilities, would be considered.

• Excellent customer service skills.
• Bachelor’s degree in Engineering field, equivalent military experience, or Associates Degree with 5 or more years of experience in servicing precision electro-mechanical devices, automation, robotics.
• Must have good understanding of servo control systems and automation systems.
• Ability to read and interpret electrical block diagrams and detailed electrical schematics.
• Experience interfacing with both internal team members and external customers as part of a solution-based service process.
• Experience diagnosing and repairing mechanical, electromechanical, and/or electronic equipment.
• Experience troubleshooting and responding to customer concerns.
• Proficient level of computer skills including MS Word, PowerPoint, Excel and Outlook.
• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy-to-understand manner.
• Ability to work in a fast-paced, self-directed environment with rapidly changing priorities.
• Resourceful, with the ability to work independently.
• Strong time management skills.
• Decision-making, problem resolution and creative thinking skills
• Attention to detail.
• Able to work well under pressure.
• Semiconductor automation experience is a big plus.
• Software programming background is a plus.
• Able to lift and carry a toolbox that can weigh up to 50 lbs.
• Valid driver’s license and good driving record is required.
• Valid passport and ability to travel domestically and internationally.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Durham, NC 27703

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