L1/L2 Customer Support Desk Engineer

Oxford Instruments is searching for a L1/L2 Americas Customer Support Desk Engineer who is experienced with troubleshooting and repair of etch/deposition/Ion Beam tools is required, as well as experience working on vacuum systems, RF systems, HV power supplies, PLCs, to join our Plasma team.  This is a remote position based in the West Coast region of the USA, access to a major airport is required. 

 

How we work

We’re committed to being the leading provider of high-tech products and services for the world’s most important industrial and scientific research communities. Our people are vital to our success. We strive to offer the opportunities that will attract, motivate and retain the very best talent in our sector. This involves creating an inclusive environment and culture, where difference is valued and people are recognized for what they deliver and bring to the team.

 

Empowering People to Make a Difference

We don’t wait for change to happen. We enable it. That’s why we aim to create the best working environment and culture for our people to thrive. We share the same goals and value diversity of thought, perspective and experience. With a focus on the ongoing development, engagement and wellbeing of our people, we know we will continue to exceed customer expectations and drive change for the future.

 

About the Opportunity: 

This role is critical to ensuring we offer excellent customer experiences, a key strategic imperative for our business.  You will take accountability for providing our customers with a fast, responsive quality service, building strong, trusted working relationships; providing Service Engineers with what they need to support our customers; liaising with Plasma Technology and other OI Business Unit colleagues to get issues resolved; and ensuring learning is disseminated and continuous improvement of our process. 

 

Key Responsibilities

• To provide technical and diagnostic support to customers and field based engineers, via e-mail, telephone or where possible TeamViewer.
• Travel to customer sites for onsite support for large projects for key accounts or escalations as necessary.
• Maintain and up-date all L1/L2 calls clearly and precisely, ensuring next response dates are adhered to and amended accordingly so that all calls can be tracked effectively.
• Liaise with UK based L3 support desk engineers, ensuring that all relevant information is passed to them in a clear, precise manner as and when an issue is escalated.
• To answer the L1/L2 Support Desk phone and up-date or create the call in SID/Syteline/FSM as required.
• Follow up on all internal and external queries in a timely manner. For example, all customer based e-mails to be replied in the same day of receipt.
• Operate effectively the Customer Support Management Systems (Syteline, SID, FSM, E1, CRM).
• Liaise with all departments to obtain all relevant information that is needed to support the customer or the field based engineers.
• Liaise with relevant departments to arrange fast delivery of warranty parts on systems.
• Continuously look for ways to improve what we do and the service we provide our internal and external customers.
• Provide analysis and reports, so this data can help us understand how and where we can drive further service improvements.
• Keep up to date with, and apply problem solving approaches to any challenges.
• Report daily to the Plasma Team Leads, Head of Service, and Help Desk Technical Support Manager all relevant issues of the day that require attention and/or escalation.
• Act as an additional Field Service Engineer as required
• Take personal responsibility for your own health and safety and for that of others who may be affected by your actions and behaviour.
• Comply with the Company’s arrangements for health, safety and environmental protection.
• Carry out any other tasks that may be reasonably required by the Plasma to support our customers and colleagues.
• Cross train to support other OI Business Units for L1 support as required.
   

About the Candidate: 

The right candidate for this role will have time served in the Semiconductor industry, with an AS or BS and/or equivalent experience and training,  with significant skills gained in electrical / chemical / materials or engineering. You are capable of accurate and speedy diagnosis of faults to component level; understands quality and Health and Safety implications of test procedures,; good understanding of Plasma related equipment would be beneficial; ability to read electrical and mechanical schematics; a good understanding of MS Office and AutoCAD / Solid Edge; the ability to travel up to 25% of the time.

Additional Qualifications: 

• Vacuum and R.F. experience would be beneficia