Category : Equipment Engineer, Manufacturing Engineer, Materials Engineer, Mechanical Engineer,

Product Support Engineer
Job Code: 1251
Location: san jose, CA

Job Description • The Product Support Engineer acts as the technical product champion for assigned products within the Direct Diode and Fiber Laser (DDF) business unit reporting to the Product Line Manager. He/She acts as the principle technical interface between the DDF business unit and other internal or external entities. This includes promptly responding to technical queries from customers, sales or the global service organization in order to increase DDF profitability and enhance customer satisfaction. • The Product Support Engineer acts as a general DDF product advocate interfacing with engineering, manufacturing, service team and applications engineering. He/She drives business group meetings/field operations with key responsibilities in pre-sales integration support, advanced installation and application support, and after sales escalation support. His/Her responsibilities include development of technical product updates, field service bulletins and customer activity reports. • The Product Support Engineer acts as a “level 2+3 escalation” resource driving DDF internal actions on behalf of customers on the C.A.R.E. report. When a regional customer-facing group is unable to effectively deal with a customer issue, the Product Support Engineer will drive this issue to resolution, utilizing all appropriate resources within or outside the business unit. The Product Support Engineer owns the issue until resolution and determines when non-standard means are required. • The Product Support Engineer acts as the principle technical interface for DDF’s New Product Introductions (NPI). Responsibilities include: • Provide technical information and assist with the generation of operator and service manuals as well as pre-installation check lists and training videos. • Assist with the development of product training courses, including course definitions, course syllabuses, and instructor’s manuals; act as an initial product trainer to the Service Dept and train/certify both field engineers and product trainers. • Provide input into the serviceability of new products based on own experience and solicited feedback from the global service organization. • Assist with the development of the product support strategy and the identification and implementation of Field Replaceable Units. Determine the impact of a new product introduction on the global support organization identifying target market support requirements, expected field support impact, and expected impact on in-house support groups.

• Travel time can be up to 50%, including international travel

• Requirements: • Candidate should have a technical degree in physics/lasers/engineering and should have at least 8 years of relevant professional experience • Hands on experience with lasers, laser power supplies and cooling equipment required. • Service experience with international, industrial customers including technical support, trouble shooting, and failure analysis with corrective action plan implementation required • Experience with computer controlled equipment, automation and laser system integration desired • Strong technical writing and communication skills • Proficient in Microsoft Office (Word, Excel & PowerPoint) • Ability to maintain focus while working under tight deadlines • Self-starter that can work independently, make necessary decisions and follow through with action plans If interested please send your resume to meshel.babish@coherent.com

Handled By:
Meshel Babish
Coherent
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