Technical Customer Support Specialist III

Field Engineering & Customer Product Support

Universal Instruments is a global leader in the design and manufacture of advanced automation assembly equipment. Our solutions are used to build some of today's most advanced electronic products. Universal Instruments is a cost effective enabler of the fast-moving electronics industry road map. From cell phones, tablets or advanced computing platforms, 5G infrastructure, internet of things, cloud computing and storage as well as wearable’s, sensors, MEMS, industrial, automotive, military and medical applications, our innovative solutions play an integral role in driving the future of technology!

Positional Summary:

This role will collaborate with UIC customers, sales and field service, by providing technical solutions and information on production equipment. Issue resolution may require changes to product manuals, maintenance procedures as well as design modifications & creating knowledge base articles or technical bulletins.

Principal Accountabilities:

· Troubleshoots and develops technical solutions for field engineers, technicians, and customers.

· Creates workaround procedures when standard procedures have failed and ensuring timely issue resolution.

· Engages urgent problems requiring more in-depth knowledge to appropriate internal resources.

· Ensures customer escalation process is followed with both internal and external customers to resolve software, electrical, mechanical, and/or process problems associated with the operation, programming, troubleshooting and maintenance of UIC products and third party systems.

· Maintain on-line records of customer performance issues, engineering changes and overall product knowledge; Input solutions into the appropriate knowledge base articles and technical bulletins.

· Champions the service ticketing system, product champion process, software bug tracking system, and/or other internal processes to resolve customer situations.

· Analyzes performance reports to ascertain nature and scope of problems, determine the source of issues, and recommend appropriate containment, repair, replacement and/or corrective action.

· Collaborates internal resources including Engineering, Field Engineering, Quality, Parts Distribution, or other functional organizations to expedite problem resolution.

· Assists with upgrades (retrofits) to enhance customers’ machine performance or to address changing customer needs. May assist in designing/developing associated product training input.

· Completes serviceability assessment for new products; Provides recommendations with Risk Priority Number (RPN); focused on effective (embedded) diagnostics, proactive/predictive services, improved (simplified, faster) service & repair procedures including part replacements and preventative maintenance.

· May visit customer sites to collect improvement data to UIC products, assist Field Engineering, or to provide technical assistance.

· Administers warranty policy for assigned Products.

· Ensures new installations are completed successfully to customer satisfaction.

· May perform other special projects and evolved duties as assigned.

Minimum Requirements:

· Bachelor's degree in Mechanical, Systems or Electrical Engineering or relevant field, with 4+ years of relevant product support experience is highly preferred.

• In lieu of degree, 8+ years of specific equipment domain experience will be considered.

  · Experience in capital equipment manufacturing, troubleshooting, repair, and/or maintenance preferred.

  · Experience in customer support, customer service, customer experience or relevant technical roles preferred.

  · Clear communication both verbal and written, including escalation reports and presentations.

  Responsibility for Quality Procedures or Direct Product Quality:

  · Adheres to Universal Quality System policies and procedures and uses Total Cycle Time principles and standard problem solving tools to continuously improve work processes.

  Physical Demands:

  · Frequently required to access and manipulate various objects, tools, or controls.

  · Ability to use a computer on a frequent basis.

  · Ability to understand and interpret detailed documents and drawings.

  · The ability to travel to customer sites or technical conferences may occasionally be required (10%+).

  Universal Instruments is an EOE/M/F/Vet/Disabled employer

  Target Annual Base Pay: $85,000 – $95,000 + Robust Benefits