Regional Software Support Engineer
Company: EV Group, Inc.
Location: Rio Rancho
Posted on: May 2, 2024
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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.
PI09db68485f53-25660-33025446
Keywords: EV Group, Inc., Albuquerque , Regional Software Support Engineer, IT / Software / Systems , Rio Rancho, New Mexico
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