Regional Software Support Engineer
Company: EV Group, Inc.
Location: Rio Rancho
Posted on: May 2, 2024
Job Description:
Job Title: Regional Software Support Engineer Reports To:
Director of Customer Support - North AmericaGrade: BClassification:
Non-exempt Summary:The Regional Software Support Engineer will be
primarily responsible to provide software specific support to the
regional customer support team in North America. The position will
also function as hotline support and onsite support during an
equipment escalation if required within North America. The Regional
Software Support Engineer will also contribute to a team
responsible for the installation of high volume precision equipment
as well as provide software updates, upgrade/retrofits for all
eligible EVG equipment. This is a non-exempt position with high
accountability for corporate image, integrity and results, which at
times may mean extraordinary effort and working timeframes.
Essential Duties and Responsibilities: To perform this job
successfully, individual must be able to perform each of the
primary duties satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability
required:
- Provide start-up software support at EVG customer
installations, either onsite or remote.
- Planning and execution of assigned software specific
tasks.
- Execute independent testing and qualification of EVG equipment
software.
- Prepare, report and communicate software specific topics to
customer (risk analysis, change documentation, function test
protocols).
- Recommend appropriate action and maintain ongoing awareness of
existing and potential situations. Handles equipment and customer
situations while informing Management of developments on a timely
basis.
- Responsible for organizing, tracking and filing all software
revisions (for all relevant equipment types) for North America as
required by HQ.
- Participate and/or lead failure analysis with HQ R&D
departments.
- Provide support to regional technical support team in all
software specific matters, including log-file analysis and
information acquisition.
- Maintenance of all software products on customer equipment
(patches, backups, version updates).
- Perform data and performance analysis of the installed base at
key customers. Support the technical support hotline during normal
working hours. Ensure technical support issue tracking system is
fully adhered to.
- Visit customer and affiliates to review customer issues and
provide required technical support and recommendations.
- Must be able to travel domestically and internationally
overnight, as needed, up to 40% of the time. Must possess a valid
passport.
- This position requires the use of EVG hired vehicles on EVG
business. Individuals must be physically capable of operating the
vehicles safely, possess a valid driver's license and have
acceptable driving privileges.
- Other duties, as assigned. Additional Duties and
Responsibilities:
- Strong customer support and interpersonal skills and be able to
interface with FSE's and customers under stressful conditions while
maintaining a professional demeanor, respect and courtesy at all
times.
- Complete understanding of project scheduling and
management.
- Cross-functional team building. Qualifications / Education /
Skills and Experience:
- A minimum of a Bachelor's Degree in computer science or another
technical discipline (electronics, software, mechanical) or six (6)
years related experience.
- Knowledge in C#, .NET in the methods of software engineering is
desired.
- Must have strong computer skills including Word, Excel, Power
Point and Windows (knowledge of SAP, CANbus and motion controllers
preferred).
- Must be able to work extended hours and/or flexible shifts as
required.
- Ability to communicate and demonstrate professional conduct
with all levels of Management, personnel and customers.
- Strong organizational skills. Physical Demands:
- While performing duties of this job, individual is regularly
required to stand, sit, reach with hand and arms, stoop, kneel,
crouch, crawl and lift/move up to 50 pounds. Visual acuity
required. Individual is required to use hands to finger, handle or
feel objects, tools, or controls frequently and be able to reach
with hand and arms above shoulder level occasionally.
- Ability to wear proper cleanroom attire and work inside the
fab/cleanroom up to 75% of the time. This job description in no way
states or implies that these are the only duties to be performed by
the employee in this position. Employee will be required to follow
any other job-related instructions and to perform any other
job-related duties requested by any person authorized to give
instructions or assignments. A review of this position has excluded
the marginal functions of the position that are incidental to the
performance of fundamental job duties. All duties and
responsibilities are essential job functions and requirements and
are subject to possible modification to reasonably accommodate
individuals with disabilities. To perform this job successfully,
the incumbents will possess the skills, aptitudes and abilities to
perform each duty proficiently. Some requirements may exclude
individuals who pose a direct threat or significant risk to the
health or safety of themselves or others. The requirements listed
in this document are the minimum levels of knowledge, skills or
abilities. PI83b3df9707c2-31181-33025446
Keywords: EV Group, Inc., Albuquerque , Regional Software Support Engineer, IT / Software / Systems , Rio Rancho, New Mexico
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