Technical Support Engineer

hace 5 meses

Guadalajara, México ASMPT SMT, Inc. A tiempo completo

The Technical Support Engineer role is a customer focused role and is part of the Technical Support Services group. This group includes Technical Support, Customer Service and Training. The role involves daily interaction with ASMPT customers who are using a broad spectrum of ASMPT SMT Solutions hardware and software products.

Expectation of this Technical Support role is to provide "Best in Class" support for all ASMPT SMT Solutions customers utilizing the hotline service.

**Key Responsibilities and Duties/Essential Functions**:

- Provide best in class Technical Support on all ASMPT SMT Solutions equipment/platforms
- Provide second level Technical Support for ASMPT FSE's who are currently working at a site that requires advanced troubleshooting assistance for complex hardware/software problems
- Verify, log and manage machine issues, machine upgrades and warranty orders presented by ASMPT Agents
- Act as an interface to other regional SCC groups/principle factories for escalated issues form the region
- Provide complaint and defect data from the customer to the relevant principle factories for escalated issues from the region
- Provide complaint and defect data from the customer to the relevant principle factory
- Responsible for full functional testing of new service tools prior to roll out to the AMCAS region. Collect and report data back to product experts
- Provide support outside of normal working hours on a rotational basis
- Complaint/Defect process owner for AMCAS region - verification, checking, creating and owning the regional defects created. Providing updates to customers when solutions are available and feedback to the principle factory with the outcome
- Function as a recognized regional technical expert for SMT Solutions hardware/software and provide technical training as required
- Respond to escalations by following the ASMPT escalation protocol; provide onsite assistance to FSE's to bring closure to escalated customer issues
- Provide detailed responses and explanations to complex questions relating to hardware, software, and process oriented topics
- Involvement with SCC/principle factory product experts in the development and delivery of new product training programs for the AMCAS region
- Creation and distribution of regional Technical Information (TI's) for the AMCAS region relating to the individual's area of product expertise

**Qualifications and Skills**:

- Ability to logically troubleshoot complex hardware, software, and process related issues and convey this information in a way the customer understands
- In-depth SMT process knowledge - understanding of customer workflows and the ability to ask the best questions to assist in the most efficient manner
- Practical/theoretical in-depth knowledge of PLS/PRS software products
- Intermediate to advanced level of experience with the installation, networking, functional use, and troubleshooting of PLS/PRS products
- Ability to install, configure, and network complex software products and systems
- Ability to quickly learn new hardware/software products
- Excellent verbal, written and interpersonal communication skills
- Effective presentation skills
- Fluent in Spanish and English, written and spoken
- Ability to speak Portuguese a plus

**Physical Demands**:
While performing the duties of this job the employee is occasionally required to remain in one place for long periods of time, move from one place to another, position oneself to work on or demonstrate machines, and communicate with others and exchange information, do presentations; and may occasionally lift or move machine parts weighing up to 50 pounds.

**Expected Hours of Work**:
Days and hours of work are typically Monday through Friday, based on your assigned shift. This position regularly requires overtime, standby and weekend work.

**Travel**:
Domestic and international travel required for training and escalation situations or customer interface. Approximately 10-20%.

**Education and Experience**:
BA/BS Degree in Engineering or related discipline and 7-10 years SMT or related industry experience preferred

**Scope and Changes**:
This job description is not intended to include all of the requirements of the Technical Support Engineer position.

ASMPT SMT reserves the right to change job responsibilities/duties or skills needed at any time with or without notice.

Pay: $13,504.49 - $27,232.82 per month

Work Location: In person

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