PURPOSE OF POSITION
Position is intended to provide worldwide engineering support for start-up, optimization, trouble shooting, repair, and maintaining thermal processing equipment for Despatch Industries.
SCOPE
Work performed is primarily independent with minimal support from a US based engineering support team.
Duties performed will range from assisting in installation and start of equipment to working with customers to develop processes fit for use in Despatch equipment and everything in between. Primary focus will be setup and tuning equipment for performing acceptance testing as well as electromechanical and process troubleshooting.
Reporting is required for every customer visit and job completion
Travel will be required 60-80% of the time both domestic and international
Work overtime and/or travel on short notice, including unscheduled call outs from home and other shifts as needed
Interfaces with customers include working with maintenance technicians, machine operators, process and production managers as well as a variety of company executives via on-site visits, email, or phone.
Attending internal training sessions will be necessary to remain current on product and process
ACCOUNTABILITIES
Effective completion of site acceptance activities within boundaries of machine specifications to maintain schedules, budgets and eliminate service callbacks
Develop and maintain customer relationships ensuring expectations are aligned and met.
Effective problem solving for customer satisfaction to maintain and foster customer relations and goodwill.
Effective utilization of quality program protocols and completion of comprehensive service reports and equipment file documentation
RESPONSIBILITIES
1.
Reporting to This Position:
No direct reports
2.
Duties and Responsibilities:
Verifies and approves the operational quality of system equipment
Performs daily, weekly, monthly, quarterly, biannual, and annual periodic maintenance on systems within established time frames
Instructs customers in the operation and maintenance of systems
Troubleshoots and corrects process variations on systems
Assumes responsibility for complete customer satisfaction within assigned accounts
Assists in planning, communicating, and co-coordinating support plans with customer management
Performs start-up, warranty, paid service, and service contract activities
Performs start-ups within established time frames
Uses escalation policies as required to keep management informed of down situations
Provides technical assistance to less experienced personnel
Uses training and experience to identify some process related system problems
Serves as the Company liaison with the customer's front line management on administrative and technical matters for assigned projects
Assists in the preparation of and participates in customer meetings
Tracks equipment performance and plan uptime improvement
Has a working knowledge of Statistical Process Control
Utilizes Quality Improvement Process methods and terminology
Completes job and expense reports, weekly. Prepares service reports for file documentation.
Rarely needs technical assistance in performance of daily responsibilities
Requires attentiveness to safety precautions at all times
Must comply with Company Safety Policy and develop initiative in creating a safe working environment.
Other duties as assigned
REQUIRED BASIC KNOWLEDGE
1.
Education:
2 year or more University/College Degree or Technical Degree with at least 10 years experience in High Tech Equipment
.
2.
Experience:
At least 5 years experience in the semiconductor or similar industry & process experience on related equipment
3.
Skills:
Good troubleshooting and analytical skills.
Good English communication skills (oral and written).
Demonstrated skills and proficiency to operate successfully in the customer environment
Good Project/Customer management skills
Demonstrated capabilities to diagnose and repair failures on complex capital equipment
Ability to routinely lift, pull, or push objects of up to 50 pounds
Ability to use effectively hand tools, meters, scopes, and other pertinent specialized equipment
Must be able to communicate positively with customers under difficult circumstances
Ability to travel, both national and international
