About the role
AI summarisedThe Product Support organization provides next-level escalation support to regional field teams, offering in-country equipment expertise to drive troubleshooting, productivity enhancements, and new CIP/product installations for critical customer equipment.
EquipmentOnsiteTechnical Support
Key Responsibilities
- Reports design, reliability, and maintenance issues or bugs to design/software engineering teams.
- Partners with the account team to present problem statements, root causes, and proposed solutions to customers.
- Identifies and communicates opportunities for installed base performance improvements through data collection and analysis.
- Drives required actions at the customer site to resolve escalations and prevent recurrence of issues.
- Liaises between Customers, Product Groups, Field Sales, and Business Development to ensure product issues reach closure.
- Provides highly technical support to customers/users regarding sophisticated products.
- Acts as a technical mentor for field and account engineers and may conduct training sessions.
Requirements
- Minimum of 5 years related experience with a Bachelor’s degree, or 3 years with a Master’s degree.
- Ability to interpret electrical and mechanical schematics, diagrams, and operation manuals.
- Proficiency in computer applications including data analysis tools, word processing, spreadsheet, and presentation software.
- Formulates root cause hypotheses, analysis, and action plans with detailed problem statements.
- Provides quality remote and on-site escalation support and management.
- Troubleshoots complex technical problems and coordinates multiple technical tasks.
- Works directly with customers to meet expectations with high attention to detail and accuracy.
- Ability to work in a restrictive clean room environment, wearing required PPE.
- Willingness to work flexible shifts, including nights, weekends, and holidays on-call.
- Must be available for constant communication with the field via various mediums.