Customer Support Engineer

Job. No: IRC85134 Category: Engineering Branch: USA Location: Bay Area, CA
Education Associates Degree Experience 2


This position is based in the bay area of Northern CA  and reports to the Sr. Delivery and Services manager in San Jose, CA.


What your job will look like:

You will perform on-site installation, servicing and repair of complex equipment and systems as well as:

  • Inspect & approve operational quality of system equipment
  • Instruct customers in the operations & maintenance of systems
  • Serve as company liaison with customer on administrative & technical matters
  • 15% travel (domestic) (Bay Area, CA position, reporting into San Jose, CA)


Principal Duties/Responsibilities:

Utilize high level knowledge of Orbotech systems in order to:

  • Find practical, time-saving methods to optimize the customers' system utilization and maintain a high level of customer relations.
  • Find problems and limitations with customers' hardware and software and recommend potential solutions regarding the purchase of new equipment or options
  • Ensure that Orbotech equipment functions properly by preparing sites, installing systems, gaining customer acceptance of systems, and performing post-installation check-ups and preventive maintenance activities.
  • Perform appropriate software/hardware technical changes, ECO’s, and upgrades on Orbotech equipment.
  • Train customers on use of Orbotech equipment in conjunction with established training programs.
  • Diagnose and remedy Orbotech equipment problems at customer site
  • Work as a team with product line experts for technical support to resolve customer issues quickly and effectively.
  • Set up, manage, and report on special projects as needed including:
    • Coordinating test programs for software versions, hardware changes, and Alpha and Beta sites.
    • Evaluating software, hardware, and other materials that have been integrated with Orbotech products.
    • Researching specific customer hardware problems for the purpose of generating and implementing solutions.
    • Supporting sales efforts from technical/customer support perspective (i.e. demonstrations, tradeshows, customer meetings)
  • Initiate new projects and evaluations that will help achieve continuous improvement of system performance, customer satisfaction, and customer support procedures.


What you will need to succeed

  • 2-year degree in related field (such as Mechanical Engineering, Electrical Engineering, Computer Science) or equivalent combination of trade school & 2 years work experience desired.
  • Minimum 2 years field service experience installing & repairing computer systems & electro-mechanical equipment
  • Strong electro-mechanical aptitude, backed with experience
  • Computer systems experience including hardware & software installation & diagnostic analysis
  • Self-starter, strong time management & interpersonal skills
  • Ability to travel
  • A thorough understanding of troubleshooting processes
  • Self-reliant; strong professional people skills
  • Ability to prioritize and schedule duties ranging over multiple disciplines
  • Ability to work well with others.
  • Ability to travel.
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