Benefits:

401(k)

Bonus based on performance

Competitive salary

Dental insurance

Health insurance

Paid time off

Vision insurance

S.E.A. America, Inc. is a member of the S.E.A. Group, headquartered in South Korea. As a company of experts for wet-chemical surface treatment S.E.A. is engaged in photovoltaic, semiconductor, PCB, and glass industries. S.E.A. builds high-end production machines that can treat various substrates – as they are used in the mass production of solar cells, glass panels, and semiconductor devices – with chemistries for cleaning, etching or electrochemical deposition. With manufacturing locations in South Korea and Malaysia and worldwide service locations in US, Europe, India, and Southeast Asia we are an expanding global group and are looking for motivated people joining us in a highly future-oriented technology field.

Benefits/Perks

100% employer-paid health insurance for employee, spouse, and dependents.

100% employer-paid dental and vision insurance for employee, spouse, and dependents.

100% employer-paid basic life, short-term and long-term disability insurances for employee.

401(k) program with 8% employer contribution.

15 vacation days annually.

10 health & wellness days annually.

12 holidays annually, all US Federal holidays plus Black Friday.

Career advancement opportunities in a growing company!

We’re looking for a motivated Technical Field Service Support Engineer to join our team! You’ll support our Global Customer Service (GCS) Department and S.E.A. clients through identifying and analyzing complex issues and developing creative solutions, driving service-oriented sales volume. This role will also act as team lead for the Technical Support Division, managing and coordinating team efforts to ensure the effective resolution of customer technical issues. As team lead, this role is responsible for monitoring team performance, handling escalations, improving processes, and collaborating with cross-functional teams, ensuring the team provides timely and high-quality support that meets service level agreements and drives customer satisfaction.

The ideal person for this job is a reliable team player and problem solver with prior machine maintenance and technical experience, strong verbal and written communication skills, previous supervisory experience, and a willingness to travel. If you’re looking for a job at a fast-growing company that really values its employees, reach out to us today!

General Responsibilities

Provide technical support and advice for our customers, collaborating with team members to provide timely resolutions, ensuring that unresolved issues are escalated to appropriate internal teams.

Ensure all support tickets are tracked and managed efficiently using the ticketing system.

Expediently escalate issues to supporting resources when necessary.

Identify and analyze customer needs and product failures, developing creative solutions to more unique, chronic, or complex issues.

Research and answer difficult customer questions about product features and recommend appropriate upgrades.

Create and deliver presentations to sell viable technical solutions and upgrades determined to solve customer issues.

Align with GCS Field Service staff on startup testing and perform customer training on features and general maintenance of product.

Ensure high levels of customer satisfaction by ensuring that all customer interactions are handled professionally and effectively.

Implement processes to gather customer feedback and use insights to improve quality of service.

Address customer complaints and work to resolve issues while maintaining a positive relationship.

Provide appropriate support, assistance, and mentorship to less experienced personnel, as necessary.

Reports to US GCS Manager and collaborates with cross-functional teams to determine customer needs and offer viable solutions.

Travel based on project requests (domestic and international).

Leadership Responsibilities

Lead, coach, and mentor a team of technical support specialists.

Set clear performance goals and ensure the team meets key metrics such as response times, resolution rates, and customer satisfaction scores.

Conduct regular team meetings to review progress, address issues, and foster communication.

Oversee onboarding and training of new technical support staff.

Monitor team performance using dashboards and reports and KPIs.

Analyze trends in support issues to identify areas for improvement.

Report on team performance to the GCS Manager and provide feedback on recurring issues quarterly.

Qualifications

Has deep knowledge of the organization's products and services.

Bachelor's degree or comparable experience in mechanical, electrical, industrial, and/or mechatronic field.

4-7 years minimum of related work experience.

1-2 years of leadership or supervisory/team lead experience in a technical support environment.

OSHA 10 General Industry or ability to complete within 10 days of hire.

Excellent leadership, verbal and written communication, and organizational skills.

Strong problem-solving and troubleshooting abilities with a customer-first mindset.

Ability to work under pressure and manage multiple tasks simultaneously.

Requires intermediate PowerPoint skills and ability to deliver presentations both internally and to customers.

Proficiency in diagnosing and troubleshooting industrial machines.

Mechanical and electrical aptitude. PLC software knowledge is a plus.

Must be willing and able to travel up to 60% of the time, as customer and project needs dictate.

Contribute to moderately complex aspects of a project, working independently and collaboratively across multiple departments and cultures.

Korean language skills highly preferred.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Standard work hours – Monday through Friday, 8-10 hours each day. Additional hours as project requires.

Travel up to 60% of the time, dependent on company needs, and may include international travel for training on S.E.A.’s products and processes.

Employee may be required to work in tight, small spaces at times.

While performing the duties of this job, the employee may be required to stoop, kneel, crouch, twist, reach, and stretch.

Ability to lift up to 75 pounds.

The employee may occasionally lift and/or move up to 60 pounds in weight unaided.

Work is often conducted at a customer site and requires familiarization with customer rules and policies regarding worksite behavior and safety.

Position reports to US GCS Manager.

Driver's License and passport or ability to obtain a passport in a timely manner required for this position.

Salary is dependent on experience and location - $85,000-95,000 annual base salary + benefits + annual performance bonus program.