Technical Support Engineer (Software Engineering)

Responsibilities:

• Collaboration with Engineering Teams: Collaborate with cross-functional engineering teams on New Product Development (NPD), New Product Introduction (NPI), Design of Experiments (DOE), Failure Mode and Effects Analysis (FMEA), and prototype builds to ensure seamless integration and effective problem-solving.
• Technical Expertise and Support: Provide technical expertise and support for installation, technical issues, and training to internal teams and customers, ensuring timely and effective resolution of technical problems.
• **Support Leadership:**Lead support efforts, manage escalations, and conduct training sessions for internal teams and customers to ensure that technical issues are addressed promptly and efficiently.
• **Onsite Support:**Set up and integrate tools at customer sites to optimize resource utilization and ensure efficient operation.
• **Documentation and Record-Keeping:**Maintain accurate and up-to-date documentation and records of all troubleshooting activities, service, support, and application activities to ensure knowledge sharing and continuous improvement.
• **Product Training:**Deliver product training to internal Field Service Engineers (FSE) and customers onsite to ensure that they have the necessary knowledge and skills to effectively use and maintain products.
• **Relationship Building:**Foster strong relationships with product principals and provide customer feedback for service and product enhancements to ensure that customer needs are met and exceeded.
• Customer Experience Feedback: Offer feedback to relevant teams on improving the customer experience to drive continuous improvement and customer satisfaction.
• **Issue Identification and Reporting:**Identify and report design, reliability, or maintenance issues to R&D and customer product feedback to Product Planning to ensure that products are designed and developed with customer needs in mind.

Requirements:

• Strong technical knowledge of servo, stepper motion control, industrial devices/sensors, machine control, PLC, and automation
• Experience with troubleshooting, working on multiple projects, and proficiency in AEM platforms
• Excellent communication and customer-facing with leadership skills.
• Able to prepare and deliver product training to internal Field Service Engineers (FSE) and customers onsite to ensure that they have the necessary knowledge and skills to effectively use and maintain products.
• Ability to work independently and as part of a team
• Electrical or Electronics, Mechatronics background