Customer Support Engineer

Company Description CIMS delivers advanced automated optical inspection, final/visual inspection, metrology, and upgrade solutions that enhance production processes and yield in PCB, HDI PCB, Flex and Rigid-flex PCB, and IC substrate manufacturing. The company focuses on the specific needs of each segment in the PCB and IC substrate industry, using cutting-edge imaging and image processing technologies. CIMS solutions are applied at multiple stages of the manufacturing process, helping customers improve quality, efficiency, and reliability. In addition to systems and add-on options, CIMS provides dedicated technical support and service to ensure optimal system performance. More information is available on the CIMS website (www.cims.com).

Role Description This full-time, on-site Customer Support Engineer role is based in Irvine, CA. The person in this role will provide technical support to customers using CIMS inspection and metrology systems, including diagnosing issues, performing troubleshooting, and implementing solutions. Daily activities include responding to customer inquiries, analyzing system performance, and coordinating with internal engineering and product teams to resolve complex technical problems. The role involves on-site field service work such as installations, upgrades, preventive maintenance, and training users on system operation and best practices. The Customer Support Engineer will document support activities, contribute to knowledge base content, and help improve customer satisfaction by ensuring reliable operation of CIMS solutions.

Qualifications

• Strong customer-facing skills in Customer Support and Communication to manage inquiries, explain technical concepts clearly, and maintain positive relationships.
• Proficiency in Troubleshooting and Technical Support to diagnose hardware and software issues, interpret logs, and apply effective solutions.
• Experience with Field Service activities, including on-site installations, maintenance, and system upgrades in an industrial or manufacturing environment.
• Knowledge of inspection, imaging, or PCB manufacturing processes, or related electronics/semiconductor industries is highly beneficial.
• Bachelor’s degree or equivalent experience in Electrical Engineering, Mechanical Engineering, Computer Engineering, or a related technical field.
• Ability to work independently, manage multiple support cases, and travel to customer sites as needed.
• Familiarity with diagnostic tools, system configuration, and basic networking for equipment connectivity and remote support.
• Strong problem-solving skills, attention to detail, and commitment to safety and quality standards.