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Technical Customer Support Specialist II

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:

· Assists UIC customers, sales, and field service personnel by providing technical solutions and information, on production equipment in assigned product families. Issue resolution may require changes to product manuals, maintenance procedures as well as design modifications & creating knowledge base articles or tech 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.

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

· Ensures customer escalation process is followed to assist 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.

· Utilizes 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.

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

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

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

· May visit customer sites to either collect data on improvements 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 of study, preferred.

· Possessing 2+ years of relevant experience.

· 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.

· Requires the ability to use a computer on a frequent basis.

· Position requires the ability to understand and interpret detailed documents and drawings.

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

· May be required to work overtime and weekends resolving customer issues.

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

Target Annual Base Pay: $62,000 – $75,000 + Robust Benefits