Senior Product Support Engineer

Axcelis Technologies•Beverly, MA

1d•$109,284 - $163,927

About The Position

Technical Support Engineer -- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Education/Experience: Typically requires a Bachelor's degree with a minimum of 5 years of experience as an individual contributor. Essential Duties and Responsibilities include the following. Other duties may be assigned. Provide system-level electro/mechanical expertise to field service personnel and customers for troubleshooting design or field-based critical equipment problems and providing on-site support for new product installs, machine down, upgrades and retro-fits. Communicate by phone, email and travel. Initiate continuous Improvement Programs or resolution of acute customer issues. Perform root cause analysis using industry standard Six Sigma processes such as 8D, DOE, and FEMA. 16. Manage cross functional teams and large projects with limited oversight. Report status and updates to management as required. Enhance our field and customer relationships. Visit customer sites on periodic basis to better understand equipment/preventative maintenance issues. Share data and Best-known practices, and establish Fab SPC baselines. Prepare presentations at the engineering level to support system upgrades, support plans, technical demonstrations. Provide for a contact point within the factory for FSE(s), account teams, and/or customers to call upon. Use the available equipment diagnostic tools and data, identify equipment issues using the application resources available. Performance Dose Dat. Wafer Map diagnostic; beam profile collection and interpretation; ashrate and non-uniformity; particle data; etc. Provide factory support for engineering projects and reliability marathons; support manufacturing to help resolve customer-reported issues. Manage and document escalations through Insight. Follow up with the appropriate functional group to ensure timely closure on open technical issues whether hardware, software, after-market, etc. Produce troubleshooting matrices that enable field service engineers to follow a systematic approach to localizing and resolving a common problem. Work with field service and our reliability-engineering group, provide customer data (MTBF, MTTR) for factory continuous improvement, quality assurance, warranty reduction, and other factory programs. Page 2 of 3 Mentor field service and support engineers in operation and troubleshooting of complicated system level electronic and mechanical problems. Mange internal product support resources at a site or internally to address customer and tool issues reported. Provide coaching and leadership to those engineers who require further mentoring in specific areas. (Preventative Maintenance practices and schedules, particle reduction, source life end station set-up, software troubleshooting, beam and recipe optimization, basic application skills). Develop and assist Junior PSE’s with Product Support Bulletins and Best Known Practices to notify the field of problems and temporary work arounds. Additional Responsibilities: Document troubleshooting and problem resolution steps as solutions for the knowledgebase. Write technical bulletins, procedures, and best methods documents using first-hand knowledge and techniques and theory gathered from peers (support, service, and design engineers). Provide assistance and hands-on training toward the development of Field Service and Product Support Engineers.Participate in providing training to customers as required

Requirements

Typically requires a Bachelor's degree with a minimum of 5 years of experience as an individual contributor.
BS in Engineering, MS Engineering/Project Management/Business/Marketing or equivalent and fifteen years of experience with track record of site and project management success; or equivalent combination of education and experience.
Have a valid passport and not be limited to travel to any international location
Able to carry a pager, pass respirator and fitness tests.
Occasionally work off shifts and or weekends to provide escalation support.
PMP Certification or PM experience
Six Sigma Black Belt Certification
Ability to: Read, write, comprehend and speak English sufficiently well to perform job functions;
Work as part of a team to get resolution to client issues;
Communicate effectively with both internal and external customers;
Present a professional image to the customer;
Perform presentations in a client setting;
Manage time and set priorities for tasks;
Be comfortable working in a fast-paced and self-managed environment;
Practice effective self‐management.
In some capacity be able to t ra v el worldwid e on sh o rt n otice. Expected yearly travel rate is <30%. There are opportunities for extended worldwide travel for up to 12 w e e k s at a custo m er site.
Demonstrated strong documentation skills;
Demonstrated excellent communication and ability to manage activities to committed deadlines
Knowledge of: Windows, XP, Vista and general desktop support issues, knowledge of software such as Lotus Notes, MS Word, Excel, PowerPoint, Visio, Project required;
DNS, TCP/IP and other networking concepts;
Knowledge of hardware, software and process as it relates to semiconductor processing equipment.

Nice To Haves

Statistics and experience with statistical tools (such as Minitab or JMP) desired

Responsibilities

Provide system-level electro/mechanical expertise to field service personnel and customers for troubleshooting design or field-based critical equipment problems and providing on-site support for new product installs, machine down, upgrades and retro-fits.
Communicate by phone, email and travel.
Initiate continuous Improvement Programs or resolution of acute customer issues.
Perform root cause analysis using industry standard Six Sigma processes such as 8D, DOE, and FEMA.
Manage cross functional teams and large projects with limited oversight.
Report status and updates to management as required.
Enhance our field and customer relationships.
Visit customer sites on periodic basis to better understand equipment/preventative maintenance issues.
Share data and Best-known practices, and establish Fab SPC baselines.
Prepare presentations at the engineering level to support system upgrades, support plans, technical demonstrations.
Provide for a contact point within the factory for FSE(s), account teams, and/or customers to call upon.
Use the available equipment diagnostic tools and data, identify equipment issues using the application resources available.
Provide factory support for engineering projects and reliability marathons; support manufacturing to help resolve customer-reported issues.
Manage and document escalations through Insight.
Follow up with the appropriate functional group to ensure timely closure on open technical issues whether hardware, software, after-market, etc.
Produce troubleshooting matrices that enable field service engineers to follow a systematic approach to localizing and resolving a common problem.
Work with field service and our reliability-engineering group, provide customer data (MTBF, MTTR) for factory continuous improvement, quality assurance, warranty reduction, and other factory programs.
Mentor field service and support engineers in operation and troubleshooting of complicated system level electronic and mechanical problems.
Mange internal product support resources at a site or internally to address customer and tool issues reported.
Provide coaching and leadership to those engineers who require further mentoring in specific areas. (Preventative Maintenance practices and schedules, particle reduction, source life end station set-up, software troubleshooting, beam and recipe optimization, basic application skills).
Develop and assist Junior PSE’s with Product Support Bulletins and Best Known Practices to notify the field of problems and temporary work arounds.
Document troubleshooting and problem resolution steps as solutions for the knowledgebase.
Write technical bulletins, procedures, and best methods documents using first-hand knowledge and techniques and theory gathered from peers (support, service, and design engineers).
Provide assistance and hands-on training toward the development of Field Service and Product Support Engineers.
Participate in providing training to customers as required