Technical Support Engineer (Personal Services)

at Ametek, Inc.
Location Middlefield
Date Posted April 8, 2021
Category Engineering
Job Type Not Specified

Description

Technical Support Engineer (Personal Services)Job ID: 18565Position Description: Zygo Corporation is looking for an experienced and customer-orientated Technical Support Engineer. The position is located at Zygo Ametek's Corporation's headquarters in Middlefield, Connecticut. This individual is responsible for both customer and field engineer support and reports to the Customer Service Manager. As a key member of the Zygo's Service and Support team, the Technical Support Engineer will deliver world class support to meet customer and business requirements and share responsibility and accountability for the success and direction Zygo's Service Team.Some specific tasks are as follows:• Acting as the technical expert for the products assigned and providing technical support to the company's distributors, field engineers, and OEM customers.• Installing, servicing, and repairing customer equipment both in-house and on-site.• Produce training packages for field service engineers, and international distributors in repair techniques. Prepare in-house and remote training programs on product use and repair. • Answer customer inquiries regarding product operation and service.• Working with engineering, manufacturing, and product specialists, ensure the serviceability of new products through participation in the product design process. Determine parts and test equipment needed to service product.• Develop, design, and sell new service products.• Communicate customer feedback on new product design to engineering, Q.C., and marketing.• Work with the Quality organization to identify and resolve quality issues.• Consult with engineering, manufacturing, and sales/marketing product specialists to determine solutions to unusual system operations and maintenance problems.• Develop and administer service policies and procedures as they pertain to designated products.• Represent the Service organization in the ECO approval process.• Maintain the highest level of customer satisfaction.• Promote AMEcare to all customers ensuring the benefits are well communicated.• Understand and promote the range of upgrade options for customers.• Acting as the technical expert for the products assigned and providing technical support to the company's distributors, field engineers, and OEM customers.• Installing, servicing, and repairing customer equipment both in-house and on-site.• Produce training packages for field service engineers, and international distributors in repair techniques. Prepare in-house and remote training programs on product use and repair. • Answer customer inquiries regarding product operation and service.• Working with engineering, manufacturing, and product specialists, ensure the serviceability of new products through participation in the product design process. Determine parts and test equipment needed to service product.• Develop, design, and sell new service products.• Communicate customer feedback on new product design to engineering, Q.C., and marketing.• Work with the Quality organization to identify and resolve quality issues.• Consult with engineering, manufacturing, and sales/marketing product specialists to determine solutions to unusual system operations and maintenance problems.• Develop and administer service policies and procedures as they pertain to designated products.• Represent the Service organization in the ECO approval process.• Maintain the highest level of customer satisfaction.• Promote AMEcare to all customers ensuring the benefits are well communicated.• Understand and promote the range of upgrade options for customers.Position Requirements:Bachelors Degree with a technical specialty preferred (Engineering)Experience (3-5yrs) in technical support or service role.Demonstrate ability to work independently.Knowledge and experience with interferometry, electronics, optics, or lasers. Technical Experience:Metrology experience within Semicon, Electronics, Auto, Optics, or Aerospace an advantageCommunication SkillsStrong ability to communicate to customers at all levels from technician to Senior management.Excellent English written, verbal and presentation skills.Self-Motivated & ConfidentLead by example by demonstrating flexibility, tenacity and drive in delivering objectives and ability to motivate others to do the same.Knowledge and experience implementing best sales practices and tools. Travel25 - 30% Domestic and Internationally.Provide leadership, guidance and coaching to direct team to ensure they and the company succeed. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. .

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