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EV · 3 months ago

Technical Support Engineer (Software)

Tempe, AZ

Full-time

Onsite

Entry, Mid Level

2+ years exp

EV Group, Inc. is seeking a Technical Support Engineer (Software) to manage software-related escalations and coordinate support between customers and various internal teams. The role involves executing software tasks, providing customer training, and ensuring effective communication regarding software revisions and performance analysis.

ElectronicsOil and GasVideo

Responsibilities

Planning and execution of assigned software specific tasks

Execute independent testing and qualification of EVG equipment software

Prepare, report, and communicate software specific topics to customer (risk analysis, change documentation, function test protocols)

Responsible for organizing, tracking, and filing all software revisions (for all relevant equipment types) for North America as required by HQ

Participate and/or lead failure analysis with HQ R&D departments

Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition

Maintenance of all software products on customer equipment (patches, backups, version updates)

Perform data and performance analysis of the installed base at key customers. Ensure technical support issue tracking system is fully adhered to. Research internal and external equipment configuration inquiries

Provide customer training for EVG applications like analytics, FabAutomation DataViewer and the like and help data parsing and understanding

Develops, recommends and/or implements field and customer on-the-job training requirements

Coordinates customer and affiliate meetings, teleconferences, visits, and support logistics

Develops strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports

Visits customers and affiliates to review customer issues and provides required technical support and recommendations

Help troubleshoot SECS/GEM and other factory automation systems

Develops and implements plans to increase productivity through tracking equipment performance and plan uptime improvement

Keeps informed and trained on the company’s most current systems, methods, and procedures

Prepares troubleshooting and repair guides for Best Known Methods

Mentors and provides technical assistance and training to less experienced personnel

Exhibits good housekeeping practices in all work areas

Qualification

Tool platform experienceElectromechanical troubleshootingStatistical process controlCustomer support skillsPC skillsCross-functional team buildingInterpersonal skillsOrganizational skillsNegotiation skills

Required

This position requires an associate degree or bachelor's degree in a related engineering field or up to three (3) years of experience installing/repairing semiconductor/electronic production equipment

Strong technical knowledge of electronics at a level to troubleshoot from schematics and understand functions of standard electronic components

Advanced electromechanical troubleshooting skills

Knowledge of statistical process control

Familiarity with common tools and understanding of vacuum systems, motors, encoders, hydraulics, pneumatics, and robotics

Knowledge of quality improvement process methods and terminology

Ability to identify and solve advanced process-related system problems

Strong customer support and interpersonal skills to be able to interface with Field Service Engineers and customers under stressful conditions while maintaining a professional demeanor, respect, and courtesy at all times

Ability to communicate and demonstrate professional conduct with all levels of Management and personnel

Strong organizational skills

Complete understanding of international logistics and project schedule/management

Must possess skills that can assist with cross-functional team building

Must have strong negotiation skills and understanding of other cultures

Must have strong PC skills including Word, Excel, PowerPoint, and Windows

Must be able to work extended hours and/or flexible shifts, as required

Must be able to travel domestically and internationally overnight, as needed, up to 30% of the time. Must possess a valid passport

Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 30% of the time

Preferred

At least two (2) years of experience with an EVG tool platform, preferred

Knowledge of SAP, Canbus, and Motion controllers preferred

Company

EV

EV specialise in delivering visual analysis that provides timely insight to well and pipeline operators, helping them to understand and resolve their most complex issues.

Founded in 2000

Norwich, Norfolk, GBR

51-200 employees