Job Title:  Product Support Engineer

Reporting to the Global System Support Manager, this individual in the Global System Support Engineer position, will help solve complex customer issues, provide in-depth training to internal associates, install our instruments, and be a part of an organization that is growing and advancing our technology!  We are actively investing in the development of new technologies, improving our existing technologies, and embracing innovation!  The key responsibilities for our next Global System Support Engineer are outlined below and will require extensive international travel:

Key Responsibilities:

Installation

• Manage the installation of atom probe instruments - domestic and internationally 
• Provide technical support of the product after installation.
• Work hands on with high-voltage instruments.
• Maintain, inspect and troubleshoot electrical installations across facilities.
• Support and lead upgrades and infrastructure projects.
• Ensure installations of our instruments are safe, compliant and future-ready.

Support

• Manage technical support requests from the local team.
• Manage and track all assigned escalations.
• Define an escalation action plan in cooperation with the local customer service manager.
• Travel to support these activities, if and when necessary.

Training

• Define, in cooperation with local service managers, the training needs of the local service teams, including, but not limited to, mentoring, online training, and one on one tutoring.
• Design and define the training programs.
• Coordinate the execution of the training programs.

Projects (technical needs)

• Define and track the spare parts needed for the spare parts catalog.
• Manage and track requests sent to R&D, including, but not limited to, management of obsolescence and feedback for new product creation.
• Communicate significant technical modifications to Field Service Engineers (FSE) and local teams to improve the
  reliability of the instruments.
• Define service needs during the development of new instruments in collaboration with project/product managers.
• Contribute to the instrument reliability improvement plan, including identifying typical problems, identifying the part to be used during preventive maintenance, and characterizing the most problematic parts.
• Define maintenance programs.
• Establish, distribute, and advise maintenance instructions in collaboration with FSE’s and customer service managers.
• Define the necessary tools and the requirements necessary for implementing support and documentation and support (videos, photos, etc.).
• Perform on-site Instruments installation & qualification up to acceptance & customer basic training.
• Assist other departments with in-house instrument testing or troubleshooting upon request.

Requirements

Education & Experience

• Associate degree or equivalent experience with broad technical knowledge (electronics, physics, analytical techniques, micromechanics, ultra-high vacuum)
• Minimum 5 years of experience with CAMECA instruments or within the Materials Science industry
• 10+ years of experience as a Field Service Engineer or Product Engineer strongly preferred
• Ability to travel internationally (approximately 50%)

Technical & Professional Skills

• Strong interpersonal and communication skills
• Ability to guide and support engineers remotely

Working Environment

• Global role with approximately 50% travel (domestic and international)
• Hands-on work with advanced instrumentation and field environments
• Collaboration with global service teams, R&D, and customer support functions

About the Business Unit

CAMECA is a world leader in the design and manufacture of scientific instruments for elemental and isotopic microanalysis. CAMECA is a business unit of AMETEK, Inc., with offices located in Paris, France, and Madison, WI. CAMECA is committed to continuously broadening our product offerings and expanding the range of applications each instrument and technique can address through sustained, long-term R&D investments and close collaborations with leading academic research units. Today, our products serve a broad range of laboratory and process control applications in end markets that include semiconductor, nanoscience, environment, geology, nuclear, and material sciences.