The Applications Engineer will provide exceptional help desk customer service in the support of installation, servicing, and maintenance of machines and related systems and peripherals. They will provide professional guidance for customers and colleagues on the operation, maintenance,and programming of domestic and international machines and systems. Providing professional technical support, both remotely and on-site, when needed.
Responsibility
Act as the primary contact for technical inquiries from customers, Field Service Engineers, and distributors, using the Helpdesk system, email, and phone to solve issues.
Analyze and resolve equipment, system, and process problems in a timely manner to ensure customer satisfaction and keep detailed records of all actions.
Collaborate with headquarters and other departments to solve complex technical issues and escalate urgent problems to management when necessary.
Train customers and colleagues on how to operate, maintain, and program machines and share best pratices.
Perform prevenrive maintenance, audits, and onsite visits for equipment installtion and technical support as needed.
Repair, upgrade, and retrofit machines using hardware components, spare parts, and software solutions.
Provide support for network and soŌware installations and analyze system data to maintain high service quality.
Recommend and oversee improvements in machine operation and processes to achieve the best
performance.
Create and update FAQ documents and provide technical resources and advice to help field engineers solve problems.
Provide feedback on Helpdesk workflows and suggest new ideas to improve work efficiency.
Build strong relationships with customers and distributors to improve communiction and maximize business results for the company.
Work with related teams to complete projects and perform other assigned duties, including domestic and international travel.
Travel for business when necessary to support or act on behalf of Field Service Engineers for onsite tasks and training.
Skills and Qualifications
Bachelor’s Degree in a technical discipline, or relevant associate degree, or equivalent studies in vocational or military training.
Knowledge of electronics manufacturing, robotics, PCB assembly, and/or AI; 2-4 years of experience desired.
Excellent oral and written communication, interpersonal, and problem-solving skills.
Strong computer, software, and networking skills; strong mechanical aptitude.
2D/3D AOI and 3D SPI programming, operation, and maintenance experience, preferred.
Proficiency in operating systems including Windows 10/11, Windows Server (Linux preferred).
Experience with relational databases such as MSSQL, MS Access, preferred.
Understanding of SPC(Statistical Process Control) and its application in manufacturing environments.
Understanding of electrical drawing and electronic control components.
Proficient in Microsoft Excel, including Pivot Tables, as well as document and presentation tools such as Word and PowerPoint, preferred
Be available to travel domestically and internationally (valid U.S. or Canadian Passport, required).
Able to work effectively and independently with minimal supervision.
Ability to readily understand and interpret detailed documents, drawings, and specifications.
Must be able to communicate clearly in giving effective presentations.
Must be able to communicate clearly and effectively with colleagues and customers.
Proactive, with good organizational, administrative, project management, and teamwork skills; detail-oriented.
Able to work under pressure and time constraints; handle challenging and unexpected situations in the field.
A proactive and solution-oriented mindset with a willingness to go beyond manuals and take initiative in resolving new or challenging technical issues.
Benefits
Health/Dental/Vision/Life Insurance at no employee premium (including dependent coverage)
