TECHNICAL SERVICE ENGINEER I - NM (CFA)

SUMMARY

Effectively lead the technical support of the MMUSA CFA product lines by directly interfacing with internal and external customers. Drives customer satisfaction in equipment performance by being an expert at the operation, maintenance, troubleshooting and application of CFA equipment. Works to improve the technical teams that support the customer on site and works cross functionally to achieve objectives. Assists with the transferring of information from MML to the site service teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

GENERAL

• Follow all corporate safety protocols and report unsafe conditions.
• Apply both customer and company policies and procedures as well as customer agreements to resolve issues of complex scope.
• Utilize portal, databases, checklists, and other tools to gather information to perform duties.
• Support technical meetings to review department updates, safety, and support requests for both customer and company. 
• Work independently and without supervision and supports EICs and FSE's
• Escalates customer concerns as necessary when dealing with customer issues and manager is not available or issue cannot be easily addressed.

CUSTOMER SUPPORT

• Professionally interact with, and present technical information to external and internal customers/departments.
• Provide expert training for initial, gap, and modification training to FSE's and engineers across our product lines.
• React quickly to customer emergencies and handle stressful situations professionally.

ENGINEERING SUPPORT

• Install software using the provided installation procedures and release notes.
• Work across various software platforms at customer sites - both internal and external configurations
• Interface with Product Support Teams and/or Murata Japan engineers in resolution of equipment failures.
• Maintain and analyze statistical and analytical documentation relating to company products.
• Support various customer engineering change activities such as testing, trials, efforts and review ECR/STB releases.

TECHNICAL SKILLS

• Obtain Factory Training and achieve Certification on multiple products at Level 5
• Develop and modify technical procedures and training documentation within scope of responsibility and capability.
• Provide technical support to customers and internal continuous improvement initiatives and efforts.
• Utilize various troubleshooting techniques to support internal and external teams to analyze errors and develop solutions.
• Troubleshoot, analyze, document, and communicate findings and solutions, for problems with assigned systems to the component level and/or software.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Bachelor’s degree in electronics or other engineering discipline preferred. Technical School or Military certification is acceptable.  Minimum of 1-2 years of technical field service experience in the semiconductor industry or equivalent combination of education and experience.

 LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and technical procedures or operation manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Outstanding oral and written communication skills (English language). 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Excellent judgment, troubleshooting and analytical capabilities. Ability to use standard statistical analysis methodologies. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES

• Expert knowledge of wide range of electrical diagnostic instruments and shop/hand tools.
• Expert knowledge of Muratec Equipment at assigned site for maintenance and remedy.
• Ability to read electrical schematics and blueprints and diagnose/troubleshoot electromechanical devices.
• Ability to supervise and lead a team of FSEs.
• Valid Driver’s License and ability to obtain all necessary travel documents.
• Flexible, detail-oriented, and ability to multi-task.
• Ability to work in a team environment and be a team player.
• Excellent PC skills (MS Office, Excel, Windows)
• Outstanding customer satisfaction skills.
• Excellent presentation skills.

TRAVEL

This position requires the ability travel on short notice domestic and international with overnight stays. A valid driver’s license and good driving record are required.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to walk. The employee is required to repeatedly climb up and down ladders; occasionally sit; stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must have the ability to work safely in a clean room environment near moving mechanical parts and electrical systems.  The employee occasionally works in high, precarious or confined places and there is a possibility of being exposed to fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate.

EEO/AA/m/f/vets/disabled