RHK Technology, Inc.
Revision: 4/22/08
Job Title: Customer
Support (CS)
Location: RHK, Troy, MI
Reports
to: President
Job Type: Full-time, direct, exempt
Position
Summary:
1.
CS acts as a
trusted technical support resource for RHK and its customers.
2.
CS provides
application and product support and training directly to existing and
prospective customers. CS actions are expected to directly enhance RHK’s image,
increase customer loyalty, and help grow sales revenue.
3.
CS contributes
to ideas for continuous product improvement and new products based on personal
observation, input from customers, and industry/research trends.
4.
CS also collaborates
and coordinates with Inside and Field Sales to help understand customer needs
and how our products can be applied. CS assists with information required to
complete quotations.
5.
CS demonstrates
products, compares needs and competing solutions, trains on certain product
features, and delivers technical presentations.
Essential
Duties and Responsibilities:
1.
Work with
customers to diagnose and resolve software, hardware, or application problems.
Help customers better understand the capabilities of their own systems.
2.
Help customers interface
RHK controllers to their microscopes.
3.
Resolve software
bugs. Duplicate reported bugs at RHK, report them to the software team; test
patches; and send to customers according to upgrade policy.
4.
Test new
versions of software before release to customers.
5.
Help perform
final QC testing of controllers before release for shipment.
6.
Keep track of
requests for new software features and enhancements.
7.
Improve existing
manuals and write new manuals for RHK microscopes and controllers.
8.
Develop and write
application notes and configuration, upgrade, and usage advice.
9.
Gather
information about user preferences, current and upcoming needs and
applications, trends, competitors’ offerings, and users of competitors’
equipment to help identify vulnerabilities, guide product development, and
target new customers.
10.
Work with sales
team to answer pre-sales technical questions.
11.
Assist with
coverage and engage customers at trade shows, conferences, and exhibits.
12.
Assist
sales/marketing team in preparation of sales/marketing materials.
13.
Create and
deliver technical presentations about UHV SPM and RHK.
14.
Other duties as
assigned.
Qualifications,
Skills, and Experience:
1.
2-4 years
extensive hands-on use and operation of all aspects of SPM (scanning probe
microscopes), and related hardware and software. UHV SPM and RHK brands and
models preferred.
2.
Knowledge of and
experience with other surface science analytical instruments.
3.
Knowledge of and
experience with vacuum science, UHV environment, and surface modification
processes such as MBE.
4.
Experience in
research environment such as university, national laboratory, or equivalent.
5.
Able to
effectively demonstrate and support complex hardware and software.
6.
Ability to
successfully manage multiple concurrent projects, and to think independently
and strategically.
7.
Business and
financial acumen to evaluate potential customer strategies.
8.
Highly effective
communication skills essential.
9.
Fluent spoken
and written English; other languages desirable.
10. Computer skills: MS Office – Word,
Excel, PowerPoint, Outlook, ACT!
11. Citizenship: USA or status current and sufficient for ongoing work in USA.
12. Physical requirements: able to
operate standard office equipment, including fax, computer, phone, copier,
scanner, etc. Able to lift 30 pounds.
Travel:
·
Most customer
support takes place through email and telephone. Some travel to customer’s
location or trade shows may be required.
Education:
·
Masters or Ph.D.
in physics, material or surface science, chemistry, electrical engineering, or
related field.
Compensation:
·
Salary
·
Benefits
o
Vacation – Three
weeks during first year. Two weeks are during Christmas – New Year holiday
o
Health Insurance
– Three options ranging from no cost HMO to low cost PPOs.
o
401K – 100%
match on first three percent of salary
