Regional Tech Suppt Engineer

Industry: Customer Service

Company: Komatsu

Komatsu Ltd. or Komatsu is a Japanese multinational corporation that manufactures construction, mining, forestry, military equipment, diesel engines, and industrial equipment like press machines, lasers, and thermoelectric generators. Gigaphoton Inc. is a wholly-owned subsidiary of Komatsu (Head Office: Oyama Japan/Region Head Office: Beaverton Oregon U.S.) that develops, manufactures, and services deep-ultraviolet (DUV) light sources for the semiconductor industry. Our product portfolio includes excimer lasers using argon fluoride (ArF) or krypton fluoride (KrF) gases to generate light in the deep-ultraviolet spectrum.

Job Overview

Entry Level, Works under guidance of a more experienced professional.

Learning prescribed methods to perform specific and limited portions of TS engineer roles and responsibilities so that US region issues are resolved promptly and to GPU’s customer’s satisfaction.

Learning and progressing to be proficient in the following:

• GPU’s service strategy
• Take ownership of customer issues reported and drive problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve system issues through a systematic data driven approach
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Forecast parts through a strong understanding of Key Performance Indicators and assist with the Logistics Dept.
• Establish solid habits and demonstrate strong core behaviors to become a reliable and functioning Technical Support Engineer.

Key Job Responsibilities

• Escalate issues as they arise
  • Communicate to supervisor actions
  • Share lessons learned with teams
  • Create and update action plans as instructed
  • Obtain data for root cause analysis for all early failures and prepare QC Reports to Oyama TS and QC department
  • Understand the way of working and Best-Known Methods (BKM) for each site and/or Customer
  • Engage in all continuous improvement projects
• Receive Training and learn to be proficient in the following
  • Learning how to diagnose and troubleshoot technical issues proactively
  • Track laser system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions through various modes of communication email, phone, pager, etc., until they’ve solved a technical issue
  • Use internal database or external resources to provide accurate technical solutions
  • Ensure all issues are properly logged and follow up with customers
  • Prioritize and manage several open issues simultaneously
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
• Receive Training and learn to be proficient in Logistics Support
  • Part identification
  • Part Forecasting and planning
  • Service News tracking and planning
• Learn and must follow all safety regulations, OHSA standards. and maintain a safe accident free workplace.
• Learn and become proficient in business acumen
  • See the “big picture” of the organization-how the key drivers of the business relate to each other, work together to produce profitable growth, and relate to the job
  • Understand important company communications and data, including financial status and concepts
  • Use knowledge to make good decisions
  • Understand how actions and decisions impact key company measures and leadership objectives
  • Effectively communicate ideas to other employees, managers, executives and customers

Qualifications/Requirements

• Degreed in discipline or equivalent level of knowledge, Associates degree related to LASER technology.
• 0 – 3 years of progressive learning and demonstration of skills related engineering and work experience showing ability to communicate, analyze, troubleshoot and going above and beyond to perform work assigned.
• Excellent written and oral communication skills.
• Desire and ability to represent Gigaphoton in a positive and professional manner
• Very strong skills in customer service

Additional Information

Komatsu (Gigaphoton Inc.) is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.