Must be open to relocation to any Edgeworth Laguna Inc. location based on need, either temporary or permanent.
Requirements:
- Candidates must be a College graduate with a degree in ECE, ME or EE
- Ability to work independently in a fast paced, quality intensive environment
- Competent with standard hand tools
- Able to take apart and re-assemble electronic sub-assemblies with confidence
- Self-starter with a strong work ethic that takes pride in a job well done
Summary:
- Provide technical support for equipment represented by Edgeworth Laguna Inc. (ELI)
- Assist customers with application issues related to our equipment
- Training for operations, maintenance and applications for our customers as needed
- Assist the ELI Sales Team along with our Suppliers with technical support for the sales process
Field Service Engineers
Position Summary: This position is responsible for providing onsite service and support to customers. Acts as mobile field service engineer on assigned customer accounts to resolve technical issues affecting the equipment in a timely fashion in order to maintain maximum customer satisfaction. This relates to all technology/product lines sold and serviced by Edgeworth Laguna Inc. This position serves as a technical resource assisting end users in identifying issues and using effective troubleshooting techniques to resolve the end user technical problems.
Essential Duties and Responsibilities:
- Serves as customer facing technical resource and works in collaboration with engineers and other staff as needed to provide effective end user support and issue resolution.
- Using system analysis techniques responds to the complex application issues for end users. Identifies problems and coordinates appropriate corrective action. Identifies and minimizes potential risks.
- Consults with our suppliers/SMEs, to determine hardware, software or system related functional issues.
- Collects detailed information, performs through analysis and relies on experience and judgement to determine the most effective method of resolution.
- Manages escalated customer issues in a timely and effective manner.
- Logs all support interactions through the ELI DAR (Daily Activity Report).
- Escalates problems to the appropriate area as needed.
- Prioritizes and implements approved system modifications, programs and other such requests of medium to high complexity.
- May serve as a project team member on project implementations; independently completing assigned tasks of medium to high complexity resulting in successful, on time and on budget projects.
- May supervise and train less experienced staff or project team.
- Prepares activity reports on support activities.
- Creates formal documentation including configuration documentation, test documentation, and support documentation.
- Provide value as a team member in cross functional implementations while demonstrating effective interpersonal skills resulting in successful equipment installations and support.
- Promote knowledge transfer to influence positive change and strengthen the team’s performance.
- Stay abreast of the latest technology trends
- May provide on-call support coverage via an on call rotation schedule as needed.
- Other duties as assigned
Skills
- Exceptional customer service skills with expertise in trouble shooting, diagnosing and solving complex computer related problems
- Ability to work professionally with all levels of the organization with our customers as well as our suppliers
- Wide degree of creativity, leadership, and latitude is expected
- Self-directed, able to prioritize and effectively handle multiple service requests at a time under high-pressure and challenging situations
- Excellent organizational, time management, written and verbal communication skills
- Strong working knowledge of computer controlled hardware systems and expertise in troubleshooting hardware / software issues across various equipment sets
- Proficient in the use of personal computers and office support applications
- The ability to work quickly and accurately in a shared community environment
- Ability to complete multiple tasks with minimal direction
- Ability to listen and analyze customer needs
- Ability to interact at multiple levels within our customers
- Presents a positive image that reflects well on the organization
- Ability to travel up domestically with short notice
Work Environment
- The employee is exposed to various production environments with moderate noise levels created by manufacturing equipment in a clean/semi-clean room settings.
- Position is administered in an extremely fluid, fast paced fashion with multiple high-priority demands
Education
- College graduate with a degree in ECE, ME or EE
