Customer Support Engineer Richardson, TX

Customer Support Engineer

The primary responsibilities of this Customer Support Engineer position include providing customer engineering support for probing products and general support across multiple divisions by performing the following duties:

• Install, repair, and maintain probing systems and related peripherals.
• Perform the installation of electrical, mechanical, and communication interfaces between probers, manipulators, testers, and network systems.
• Perform preventive maintenance (PM) on probing systems.
• Perform basic prober repairs and communicate with customers regarding the status of installations, PMs, and repairs.
• Communicate with customers regarding current and future application requirements and coordinate this information with the application engineering team.
• Understand and communicate information relating to customer device trends and test strategies.
• Complete detailed Field Service Reports (FSRs) and submit them to management in a timely manner.
• Document issues that cannot be resolved immediately at the customer site using appropriate formats (e.g., New Enhancement Requests (NERs), Bug Reports).
• Demonstrate project management skills, including the ability to initiate projects, coordinate resources, document and communicate status and goals, and drive projects to completion.
• Develop and maintain project tracking tools (e.g., Gantt charts, issue tracking) for multiple projects and customers simultaneously.
• Learn how customers use systems in device development and manufacturing test environments to identify future enhancement opportunities.
• Support Sales and Marketing teams by providing technical expertise, coordinating and performing product demonstrations, and participating in trade shows for customer engagement purposes.
• Develop clear, concise technical documentation for new products, procedures, and discoveries to guide other engineers and customers.
• Travel as required to perform these duties and to obtain training.
• Perform all other duties as assigned.

Supervisory Responsibilities:

None.

Qualifications:

• Bachelor of Science in Mechanical Engineering (BSME) or Bachelor of Science in Electrical Engineering (BSEE) preferred.
• Associate degree or technical school degree/certification with at least two years of experience as a Customer Support Engineer for prober or similar test equipment; or an equivalent combination of education and experience.
• Must be proficient in Microsoft Office.
• Strong English language skills required, including oral and written communication.
• Experience with technical writing and the ability to convey complex technical concepts through documentation is preferred.
• Very high mathematical and computational ability.
• Ability to quickly grasp scientific principles behind complex machinery and learn system operation.
• Excellent analytical skills with strong judgment capabilities.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Training certifications for prober and/or other test equipment are a plus.
• Ability to lift up to 50 pounds unassisted.
• Must be able to push, pull, or move heavy machinery or equipment with or without assistance.

Work Environment:
Manufacturing and plant environments.