Job Description
The Technical Support Engineer performs the overall duties of Technical Services and Support .
Responsibilities include but are not limited to:
- Demonstrating AIM’s solder products on SMT, Wave Solder, Selective Solder, etc. production lines.
- Working with AIM Sales associates during product evaluations with customers.
- Responding to customers’ requesting technical support and evaluating customer needs in a timely manner.
- Providing prompt technical support service either on-site, or remotely online (Teams/video conference) or over the telephone (WhatsApp, videochat App, etc.)
- Traveling to customer sites locally or out-of-town to provide Technical Support as required and authorized by the Director of Technical Applications or to the Regional Technical Support Manager (as appropriate).
- Providing different levels of customer support depending on the complexity of the request. This could include on-site troubleshooting, process diagnostic and development, process optimizations, problem troubleshooting and debugging, technical training for engineers, technicians and operators.
- Providing weekly activity and trip reports and/or entering reports in the CRM.
- Submitting evaluation and troubleshooting reports such as ATRs as needed.
- Relaying product trends and problems as well as customer needs to Director of Technical Support and Applications and Regional Technical Support Manager (as appropriate).
- Performing daily work (field and office) in an organized and traceable manner.
- Develop and create strong technical relationships and opportunities with key customers.
- Maintain and implement friendly customer “Beta Site” for testing of AIM developed products.
- Working with Product Development projects in the AIM Applications lab as required.