Customer Support Engineer

Customer Support Engineer at Brooks Automation

Brooks supplies best-in-class automation solutions for semiconductor manufacturing and related markets.

The Opportunity

Brooks is seeking a Customer Support Engineer to be the frontline element of the customer relationship, ensuring product line performance at relevant customer sites. This role is ideal for individuals with a technical education, practical experience in automated technology, a self-driven approach, excellent communication skills, and ambition to grow within a global company.

Your Responsibilities

• Performs on-site servicing, corrective maintenance, installation, and qualification of company products, primarily in cleanroom environments.
• Conducts test procedures to ensure proper product performance and diagnoses installation problems.
• Implements upgrades and hardware/software change orders.
• Troubleshoots complex technical hard-ware and software issues at customer sites, collaborating with the Brooks factory for resolution.
• Provides technical support and remote technical support to customers on operational or maintenance aspects of system equipment.
• Serves as the primary customer contact for technical and service-related problems.
• Completes appropriate reporting for traceability of Problem Statements, Resolution Summaries, and Corrective Actions, ensuring accurate input for escalation triggers and analysis of Product Non-Conformance trends and utilization.
• Concentration is on-going customer support.

Your Experience and Qualifications

• Ideally Degree qualified, or Diploma in higher education within a technical discipline.
• Electromechanical skills and troubleshooting expertise.
• Excellent interpersonal, communication, and influencing skills (written, oral) using business-friendly and user-friendly language.
• A natural problem solver with great attention to detail.
• Maintains a smart appearance.
• Ability to work independently and as part of a European service team.
• Self-motivated, results-driven, and well-organized; able to handle multiple tasks with a clear sense of ownership and priority.
• Full Driving Licence and Valid passport are essential for travel within the EU and US for required training and customer support.
• The job holder will be required periodically to travel internationally including, but not limited to, within Europe and the United States of America.

Your Rewards

• Employee referral program
• Share in company’s success
• Mental health and wellness benefits (Headspace, BetterUp, etc.)
• Independent work at an international level.
• 30 days of vacation.

Key skills/competency

• Customer Support
• Field Service
• Semiconductor Manufacturing
• Electromechanical Troubleshooting
• Cleanroom Operations
• Hardware/Software Installation
• Technical Diagnosis
• Corrective Maintenance
• Remote Support
• Problem Resolution