Technical Support Engineer (Software)

Job Description

Job Description

Job Title : Technical Support Engineer (Software)

Reports to : Technical Support Supervisor

Classification : Non-Exempt

Summary :

Technical Support Engineer (Software) will be responsible to handle software related escalations from customer support, coordinating technical, commercial, training, and logistic support between customers, field service engineers and management. Technical Support Engineer (Software) will coordinate stated activities with HQ technical support, Customer Support, R&D, product management, QA, manufacturing, and Sales. The position will also function as onsite support during an equipment escalation, if required, within the North American geographic region.

Essential Duties and Responsibilities :

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.

• Planning and execution of assigned software specific tasks.
• Execute independent testing and qualification of EVG equipment software.
• Prepare, report, and communicate software specific topics to customer (risk analysis, change documentation, function test protocols).
• Responsible for organizing, tracking, and filing all software revisions (for all relevant equipment types) for North America as required by HQ.
• Participate and / or lead failure analysis with HQ R&D departments.
• Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition.
• Maintenance of all software products on customer equipment (patches, backups, version updates).
• Perform data and performance analysis of the installed base at key customers. Ensure technical support issue tracking system is fully adhered to. Research internal and external equipment configuration inquiries.
• Provide customer training for EVG applications like analytics, FabAutomation DataViewer and the like and help data parsing and understanding.
• Develops, recommends and / or implements field and customer on-the-job training requirements.
• Coordinates customer and affiliate meetings, teleconferences, visits, and support logistics.
• Develops strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports.
• Visits customers and affiliates to review customer issues and provides required technical support and recommendations.

Additional Duties and Responsibilities :

Qualifications / Education / Skills and Experience

Physical Demands :

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.