Applications Engineer

San Jose, CA

Posted: 07/08/2019 Employment Type: Direct Hire Industry: IT Job Number: JOS000008772

Responsibilities  

  • Provide proactive technical support and education (including troubleshooting, correct operating procedures, selection based on application and/or supporting engineering physics) on existing products and technologies to customers (end-users, dealer representatives, system integrators, and OEMs) as well as HC staff.  
  • Good communication and teaching skills are crucial. Appropriate communication methods should be used - this can include customer visits, video/telephone conferences, email. Taking ownership of the problem until the issue is resolved is expected. Product knowledge and operational experience are key tools for completing this task.  
  • TG measures the AE's quality of service for OEM support, response time for lead follow-up and feedback on OEM support.  
  • Accountable to support a percentage of a product family as a member of the Product Support Team.  
  • Technical team lead for custom designed products and large projects for high value ($ and/or strategic) customers requiring advanced AE support. Interfacing with the customer, sales, marketing, and HPK on a very frequent basis and detailed follow up is expected.  
  • High value customers require advanced technical support that goes beyond the actual product and may cover things like product application. Detailed knowledge of the manufacturing process, production quality control, design rules, as well as applicable regulations and standards is necessary to have meaningful discussions that are required at this level.  
  • Product/application testing and evaluation. This can take many forms.  
  • Perform testing for proper operation and software compatibility on existing as well as prototype and beta release/pre-production products. Inform the product design group of any issues with product functionality. Share the laboratory experimental results by writing technical note (HCTechNote). Report software issues to Software Engineering Group.  
  • HPK requires dedicated time and resources to develop new technologies and products. Providing actual data and qualifying the specific technical design and specifications needed require extensive and detailed labwork (experiments and simulation). Supporting HPK in this manner will provide sales and marketing with valuable competitive data as well.  
  • Maintaining and updating demo/loan devices. Having an inventory of devices that can be quickly evaluated by the customer requires upkeep.  
  • As the product specialist or subject matter expert, the AE3 will participate in product release preparations. This can be a long-term project as it depends on development and manufacturing schedule. However, in most cases it will be similar to an existing product or an update/refresh of an existing product line. This can open up the technology to new applications, so understanding the differences will allow sales and marketing to highlight the important points and plan meetings with specific customers.  
  • Understanding new technologies and features, as well as operation requires good communication with HPK, as documentation will be sparse in the beginning. Collaborating with Marketing helps to create material to educate sales. The purpose is to be well prepared to answer questions from our customers.  
  • Represent the company at conferences, trade shows and seminars as a product and technology specialist. Such events can be a good opportunity for HC staff to collaborate and earn a good reputation by organizing and managing roles well.  
  • Demonstration of technology or product. A working demo (instead of a static device on a podium) generates interest and stimulates discussions that lead to business as well as a good reputation of the company as a high-tech company.  
  • Maintaining a good working relationship with key leading researchers, engineers, and scientists is the key to growing the company. Attending conferences, giving talks, visiting research facilities, collaborating on projects, and interacting with the community (including competitors) as the face of the company will facilitate long-term organic growth.  
  • Giving talks, presenting posters, or otherwise participating in a conference as an expert in the field.  
  • Special projects as needed. 

Required Skills  

  • Bachelor's of Science in Physics, Electrical Engineering or related field  
  • 5 yrs. job experience in technical support or related field OR 3 yrs. job experience in technical support or related field AND 2 yrs. technical experience  
  • Demonstrated proactive technical support  
  • Strong critical thinking & interpersonal skills  
  • Ability to travel up to 25%, possibly international and the ability to transport yourself to and from appointments  
  • Attention to detail  
  • Specialized opto-electronics product knowledge  
  • Demonstrated follow-through skills  
  • Demonstrated technical writing skills  
  • Demonstrated team leadership skills  
  • Customer support experience  
  • Self-motivated 

Preferred Skills  

  • Experienced with Image Sensors  
  • Project management experience  
  • Applications knowledge  
  • Knowledge of Japanese culture  
  • Published scientific papers 

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