Customer Support Engineer

Rigaku is seeking a senior level support technician to be a part of our service and support team. The ideal candidate has experience of working with customers to resolve technical challenges and the hands-on ability to troubleshoot and repair electronic equipment. The role will be responsible for customer support: remote (virtual), on-site (travel) and depot repair (in house). The role is based in Wilmington, MA, however travel (both international and domestic) is required up to 25% of the time.

Responsibilities:

*Monitor phone and email requests and respond to customer needs in a timely and effective manner

*Review customer equipment, resolve failures and carryout upgrades

*Provide training, guidance and technical support to global partners

*Maintain knowledge and applications of company products to ensure customer satisfaction through ongoing training for both legacy and current product lines

*Interact with manufacturing, engineering and development to collectively solve customer challenges

*Maintain service inventory through timely and accurate invoicing and ERP transactions

*Responsible for writing service reports, logging technical details and communicating -with customers, partners and coworkers

*Assist with documentation, testing and implementation of ECO related activities.

*Assist with the development of training documentation and conduct training sessions both remote and in person

Experience:

* 2 year degree technical degree with 2-4 years of relevant experience in electronics manufacturing or service. Equivalent work experience and background to be considered.

*Ability to make effective decisions, seek to find solutions to problems, work independently, investigate inquiries and respond in a timely manner.

*Excellent customer service skills combined with the ability to communicate clearly over all methods: email, phone, chat

All applicants are kept in strict confidence. Rigaku offers a rewarding work environment and excellent benefits. All applicants are kept in strict confidence. Benefits package including Health, Dental, Vision, STD, LTD, Life insurance, section 125 flexible spending accounts, 401(k) plan and more. Rigaku is an EEO/AA employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Applicants must be able to prove they can legally work in the US.