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Technical Support Engineer Cryogenics Pumps (H/F)
CDI - Stuttgart ()

L'entreprise

A  firm wich is  s a leading developer and manufacturer of sophisticated vacuum products, abatement solutions and related value-added services.Our products are integral to manufacturing processes for s laboraties  as  cryogenics pumps 

Descriptif du poste

The prime purpose of this role is to provide best in class technical support to customers for semi conductor products to ensure system and product safety, uptime and availability in support for our Customers productivity to improve their satisfaction..

Engineers are expected to deliver a superior customer experience by exhibiting our core principles 

This position requires the ability to work complex and diverse issues, display creativity and excellent technical skills

Professional Staff. An intermediate level professional role. Some evaluation, originality or ingenuity required to perform tasks. Knows and applies the fundamental concepts, practices, and procedures of a particular field. May be required to be on-call rotation afterhours and weekends.

Ownership of regional product technical issues and non-conformities for full lifecycle of the issue from initial diagnosis through system recovery (containment) and problem resolution (root cause corrective/preventive action) phases

- Drive case investigation and utilise appropriate escalation procedures when required to manager, technical SMEs and/or other supporting organisations such as Applications or Product Company teams.

- Apply advanced technical knowledge and troubleshooting methodology to assess complex problems, analyze logs to determine root causes and advise customers on solutions. Analyse diverse customer environmental data to troubleshoot and recreate issues on test systems. Share configuration best-practices with customers and colleagues

- Utilise lab environments to replicate customer issues.  Leverage experience and research existing knowledge resources to evaluate customer's environment and historical use of Company products to proactively prepare for customer engagements and assess business impact.

- Provide support and technical expertise to field service engineers (level1+2) for system recovery/downs, new system installation issues, upgrades, Corrective Maintanace escalations, training and documentation, best known methods and processes, and all relevant data collection

- Accountable for meeting the regional technical support teams performance goals and performance improvements inclusing adhering to existing best practices, identifying improvement opportunities for support to enhance current knowledge, improve the quality and integrity of case data/documentation and share useful issue resolutions through the support org using appropriate knowledge shariung tools, techniques and programs.

- Prioritize and balance own workload, making good use of time to achieve organizational and personal goals

Profil recherché

The Technical Customer Support Engineer will function as a member of a team working to provide technical support and problem resolution for semiconductor products. Work will be project based supporting customer facing team members and/or projects driven by continuous improvement opportunities.

Analytical skills

- Ability to perform troubleshooting and apply analytical skills in complex environments.

- Responsible for analysing onsite performance data and generation of performance reports with a view to identifying and creating CIP opportunities and corrective action projects

- Good understanding of diagnostic techniques for both electrical, mechanical and software

- Operational Analysis – ability to analyse data, identify trends and improvement opportunities

- Knowledge of and some experience of using an establish troubleshooting methodology (eg Kepner Tregow, Shainin Red X Apprentice, 6 sigma Yellow Belt)

- Knowledge of Design of Experiment techniques

- Sound technical knowledge of complex machines

Customer Management Skills

- Excellent Customer communication skills

- Strong communication skills; written & verbal

- Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers view point to the factory operations

- An ability to handle and resolve high pressure situations.

- Possess good teamworking skills.

Leadership skills

Strong and proven technical leadership skills.

Ability to coach and mentor Field Service Engineers and peers

Experience

2 or more years of related professional experience.

Proficient customer service skills - Excellent communication skills; written, verbal and social media. Knowledge of multiple languages is a plus.

- Engineering degree or apprenticeship with relevant technical experience

- Experience of the Semiconductor Industry would be beneficial

- Experienced in complex technical probelm solving techniques using statistical methods

- Proven success and track record in a similar Customer focused, technical support role with experience of working within a fast-moving environment

Expérience : Confirmé (3-5 ans)
Salaire : 30000.0 EUR par an
Référence : Annonce n°557
Contact : HELP EMPLOI CADRE Grenoble - Tél. 04 76 12 10 22

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