Customer Support Engineer

About the Role

The Customer Support Engineer (CSE) is primarily responsible for customer service activities related to updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The CSE represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time.

This Position is located in Rio Rancho, NM.

Key Responsibilities

• Repair of system level problems based on technical knowledge, education, training, and certification.
• Identify problems existing in customers' processes, such as chemical leaks or contamination, and recommend shutdown of customer fab due to unsafe conditions.
• Prepare field service reports on customer support activity and provide documentation on re-occurring problems to supporting functions.
• Prepare quotes for customers based on labor, travel expenses, and parts needed, using discretion to determine costs based on equipment failure, time to prepare, etc.
• Cross-train and assist other field service engineers, and provide guidance to less senior CSEs.
• Provide guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Travel by car or commercial transportation to customer facilities and to support customers throughout the western US and other regions in North America, as needed.
• Contribute to capturing, re-using, collaborating, and improving knowledge using available systems.

Requirements & Tech Stack

• Bachelor's Level Degree

Qualifications

• 0 years related work experience
• Technical knowledge, education, training, and certification required for repairing complex system-level problems.
• Ability to identify process issues and recommend safety actions.
• Proficiency in preparing service reports and customer quotes.
• Willingness and ability to travel extensively.
• Strong technical aptitude and problem-solving skills.
• Ability to mentor and guide junior team members.