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Customer Engineer - ATE

Austin, TX

Order: 1160740

Customer Engineer

Global Services / Hardware Services Team

Our Customer’s Hardware Services Team has an immediate opening for an On-site Customer Engineer in the USA. The successful candidate for this position will work with a wide and diverse set of people and resources to assure customer and project support needs are met. The candidate will primarily work on location at customer sites to perform both proactive and reactive resolutions for test station issues. This role is responsible for on-site support and troubleshooting of test equipment for large scale deployments.

The position will be based in Austin, Texas. This is a support position, and is suitable for engineers desiring to advance in the area of solution level customer support. This position requires deep customer engagement, with full understanding of the customer’s specific solution and use environment. On-site Customer Engineers will work within the structure of OUR CUSTOMER Managed Service Agreements, wherein OUR CUSTOMER’s service level commits are significantly higher than standard OUR CUSTOMER business. Typical Managed Service Agreement customers will be manufacturers with whom OUR CUSTOMER has a very large installed base of advanced solutions.

In support of these efforts, you will work closely with the following personnel:

  • Services managers and Sales Branches throughout the USA

  • Global Services Hardware Services team

  • Manufacturing in Hungary, China, and Malaysia

  • Logistics and calibration providers in region

Core Job Responsibilities:
Advanced Customer Support for Service Agreements
1. Perform Preventive and Corrective Maintenance on site at customer facility
2. Tracking and driving large system customer escalations to resolution
3. Report out to customers and internal management on issues and resolutions
4. Provide first-responder technical support for Service Agreement customers
5. Provide feedback to development team regarding system enhancements
Customer Management
1. Proactive contact with customer line management and engineering to arrange work, identify issues, and support production
2. Providing start-up assistance to ensure key customers successful application development
3. Teaching custom training covering topics that are relevant to a customer’s application
4. Provide these services on-site (50-75+% Travel)

Position Requirements:
Work Experience
1. 1-3 years experiences as a systems integrator, applications engineer, or test engineer
2. Preferred candidates will have experience in product support and/or application; thorough understanding of support standards and practices in Test and Measurement industry and project management experience.
3. Experience at contract manufacturers and Semiconductor industry is a plus


Knowledge, Expertise, and Skills
1. Required
-Associate’s, Undergraduate or graduate engineering degree, EE, CompE, or CS preferred
-Either broad technical knowledge of OUR CUSTOMER product line and platforms, or broad technical knowledge of automated test (ATE) and/or distributed I/O applications
-Ability to effectively troubleshoot, identify, and solve application-specific system level problems
-Ability to integrate individual pieces together into a functioning system
-Understanding of technical practices in Test and Measurement instrumentation application
-Demonstrated success in customer support and/or field engineering
-Ability to communicate both orally and in writing in various circumstances; in English
-Personal fit with culture of our customer and the Hardware Services Team
2. Preferred
-Understanding of our customer’s technology
-Experience in project management

Performance Factors
1. Flexibility and comfort with uncertainty as is normal in an emerging business area
2. Interpersonal skills that enable successful cross-functional and customer interaction
3. Possess strong work ethic and drive to succeed
4. Self-manages time and priorities well, juggle multiple projects, and consistently meet deadlines
5. Adheres to high standards of professional conduct
6. Works effectively with customers
7. Organization - coordinates activities with others to achieve results and to influence without control