Your role
Main Responsibilities
- Provide a fast and professional technical support service in the diagnosis and resolution of product non conformities both in terms of system recovery and problem resolution (root cause corrective/preventive action)
- Responsible for analysing onsite performance data and generation of performance reports with a view to identifying and creating CIP opportunities and corrective action projects
- Provide support and technical expertise to field service engineers (level1+2) for system recovery/downs, new system installation issues, upgrades, Corrective Maintanace escalations, training and documentation, best known methods and processes, and all relevant data collection
- Work closely with Product companies ensuring effective communication when escalating issues that can not be resolved regionally.
- Provide training support for customers and level 1 and 2 field service engineers
- To perform troubleshooting/diagnostics/investigations of in-house developed software packages as deployed on customer site
- To specify, install and configure computer hardware and software
- Troubleshoot machine to machine communications issues on customer Ethernet networks
To succeed, you will need
Education
- Engineering degree with relevant networking experience
Relevant Previous Experience
- Proven success and track record in a similar Customer focused, technical support role with experience of working within a fast-moving environment
- Sound technical knowledge of Ethernet networking, virtual server environments, databases, MS SQL Server
- Experienced in complex technical probelm solving techniques using statistical methods
- Experience of the Semiconductor Industry would be beneficial
Knowledge Areas/Skills
- Basic knowledge of specifying, deployment, configuration and management of virtual server environments from host and VM perspective (Hyper-V and/or ESXi/VMWare).
- Basic knowledge of Microsoft Internet Information Services and web site deployment/management (http, SSL, troubleshooting, etc)
- Excellent Customer communication skills
- Good understanding of diagnostic techniques for both electrical, mechanical and software
- Knowledge of best practice technical problem solving skills
- Operational Analysis – ability to analyse data, identify trends and improvement opportunities
- Project management skills necessary to run multiple projects simultaneously
- Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers view point to the factory operations
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
About Edwards
Edwards 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.
