The Role
- Provide professional and reactive technical support in mitigating and resolving product non conformities or application problems with our customers.
- Diagnose and resolve problems using consultations with regional application team and Product company -escalating problems where necessary to more experienced staff.
- Provide problem definition by collection of the necessary data through coordination of level 1 and 2 technicians on site potentially supported by direct onsite reviews.
- Review detailed acceptance test plans, etc. with customers (supported by senior or lead support engineers), and participate in negotiating detailed technical changes, with guidance as appropriate.
- Document through EMS reporting database all work to standards, producing detailed problem and status reports
- Ensure lessons learnt in the field are effectively reported back to the global customer support organisation.
- Provide training support for customers and level1 and 2 field technicians
- Plan and control personal work to ensure assignments and solutions are delivered to time and budget, and support the detailed planning of actions as required.
- Create progress reports for own work
- Support the analysis of root cause for safety incidents and product/process non conformities
- Drive through continuous improvement of the customer Support function
- Develop a collaborative relationship with customers, regional Edwards organisation (applications, service level 1 and 2 and key account teams) and Product Company
- Commitment to the safety of our employees and customers;
- Support internal and external quality management and EHS audits
What we expect of you
- Engineering degree or apprenticeship with relevant technical experience
- Experience of working and proven in depth knowledge of EMS
- Flexible and capable of working in a complex environment
- Excellent communication skills both written and oral
- Resourceful, self motivated and confident with working on own initiative
- Good interpersonal and team working skills
- Capable of interfacing professionally with customers and suppliers
- Ability to drive project implementation
- Ability to develop technical solutions, compliant with requirements within agreed programmes and timescales
- Innovative towards all aspects of the role
- Experience of utilising problem solving and root cause analysis tools in a manufacturing environment (Fishbone Diagram (Ishikawa) - Cause & Effect Diagram , 8D )
- Excellent IT literacy, being a competent user of MS office
- Have a responsible approach to H&S of themselves and others
- Willing to travel (internationally) on frequent base
About Edwards
Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.
