We at Edwards Vacuum believe that there is always a better way. This spirit drives us to provide leading edge technology, innovative and sustainable products, as well as best in class service to our customers around the globe. That's where you come in - we believe our people make it happen. We provide a collaborative, inclusive and flexible work environment along with competitive compensation and comprehensive wellness & benefits programs.The Role: The Technical Support Engineer stands as the Subject Matter Expert for Exhaust Gas Management Systems in the North America Customer Center. They support Edwards Service and Sales organization in the sale, installation, maintenance, and troubleshooting of legacy/obsolete through current Exhaust Gas Management Systems product offeringsCUSTOMER RELATIONSHIP DUTIES: Be able to follow Edwards & Customer safety instructions. Champion safe practices when visiting customer & Edwards sites. Be flexible to travel to Edwards & customer facilities. Undertake & support the installation, commissioning, troubleshooting, and upgrading of Edwards Exhaust Gas Management Systems. Provide Project Engineering / Management support for new projects, proposals, or upgrade programs. Identify the support requirements for new products. Provide feedback to Product & Service management on Exhaust Gas Management Systems product performance and support requirements. Identify field-based tasks and write Working Instructions. Support the implementation of SIBs.PRODUCT DIVISION SUPPORT: Participate in New Product Introduction programs. Support the development of upgrade programs for Exhaust Gas Management Systems. Provide support to Product Company's Product Support groups. Develop strong working relationships within Exhaust Gas Management Systems Product Company. Provide feedback to Product Company for new product development, especially with regards to service requirements for any new product or product changes. Provide an enhanced level of service technical support for Exhaust Gas Management Systems to Edwards Service teams Develop and train Field & Customer Service Personnel to allow them to provide a higher level of support locally. Support the development of service material specific to Exhaust Gas Management Systems.TRAINING: Deliver training to Edwards Service personnel for Exhaust Gas Management Systems at Edwards Training Centers or Customer Sites. Be able to train customer personnel and maintain different levels of product knowledge as per Edwards's policy. Support the development of training material together with Service Training & Development Group. Be able to assess individuals and sign off training records to confirm competency. Stand as Training Mentor to candidates entering the Expert Level Training Program.OPERATIONS DUTIES: Manage continuous improvements of Exhaust Gas Management Systems product operations throughout the Service organization through data collection and analysis. Use data acquired to validate current maintenance practices at key customer accounts. Work closely with CSR, Service, Operations, and Sales to provide feedback on the performance and quality of Edwards's equipment. Manage Corrective Action Requests (NEXUS) on quality defects and customer complaints, feedback to service, product management, and technical department for Exhaust Gas Management Systems equipment issues. Develop procedures and work instructions to enable and improve service best practices. Work with and support the US Training Manager with relevant internal and customer training programs.GENERAL JOB DUTIES: Perform SAP transactions as required to allow for timely closure of jobs. Document all work to standards through the CMS reporting database, producing detailed problem and status reports. Apply computer-based software (e.g., Excel, PPT, Outlook, Skype) needed to fulfill technical duties. Will not disclose to any competitor or third-party Edwards "Confidential Information" and will protect such "Confidential Information" while in possession or attention of such information.SAFETY REQUIREMENTS: Work under prescribed chemical handling and safety procedures. Through observations of work area(s), is alert to and avoids unsafe behaviors and conditions or other hazards. Reports any observed hazards to supervisor. Participates in corrective measures when appropriate or authorized. Maintain personal area in an orderly fashion, free of hazards. Report all safety-related issues, including near misses, incidents, and injuries as defined by Edwards EHS requirements. Participate in and cooperate with all product and accident investigations. Becomes familiar with and practice all safety procedures. Strictly adheres to requirements for PPE and all safety rules. Seek clarification or additional information when required.What We Expect of You?Skills: The Technical Support Engineer possesses the ability to organize, set priorities, and deal effectively with internal and external customers is required. Advanced level of knowledge of Exhaust Gas Management Systems and associated equipment. This person works with internal and external partners to quickly resolve product and field issues.General abilities: Able to work while wearing Personal Protective Equipment, including but not limited to a respirator, chemically resistant gloves, and safety shoes. Able to safely handle equipment contaminated with process residues that may be toxic, flammable, or otherwise dangerous. Knowledgeable of troubleshooting methods and ability to analyze the situation. Ability to use appropriate hand/power tools. Ability to travel frequently and at short notice. Ability to speak distinctly and see/hear clearly. Ability to lift to 30 pounds without assistance and carry a short distance. Ability to work in a cleanroom environment. Ability to travel both domestically and internationally, varies but at times up to 100%. Able to work non-standard work hours, including nights, weekends, and holidays as applicable.KNOWLEDGE AND EXPERIENCE: The position requires an associate or bachelor's degree in a technical discipline or equivalent education/training such as the military. 2 Years in Field Service with a job focus on Exhaust Gas Management SystemsWhat you Can Expect of Us?Edwards is a global leader of vacuum and abatement systems. We are proud to lead the industry, pushing the boundaries of science to deliver innovative products which are intrinsic to everyday life, working in partnership with our customers and continually setting new standards. With over 100 years of rich heritage, Edwards is the partner of choice for tens of thousands of customers in critical applications around the world. Vacuum is required in diverse sectors, from the generation of power to the production of steel, to the challenging environments of space simulation and high energy physics research. At Edwards, we believe there is always a better way. Our employees are full of ideas. When looking to add a new team member, we are looking for someone that can appreciate what the Edwards Team has done, and bring their new ideas and perspective to enhance where we can go. At Edwards you get to be part of something big; we work globally, but also get the opportunity make a difference locally in our own discipline. We work hard to attract, motivate, develop and retain the best talent from the diversity of people across the globe. Our vision to be First in Mind, First in Choice relies on this strategy. We are an Equal Opportunity Employer. For more information about Edwards visit our website: www.edwardsvacuum.comA division of Atlas CopcoAbout EdwardsEdwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.Technical Support Engineer - Exhaust Gas Management: $60,000 - $90,000 per yearBenefits Summary:•Medical•Dental•Vision•401k with Company Match•Paid Vacation•Paid Floating Holidays•Tuition Reimbursement•Training and Development•Parental Leave•Short Term/Long Term Disability•Life and AD&D Insurance•Critical Illness Insurance•Pet Insurance•Legal Insurance
