Senior Technical Support Engineer
About The Position
Nova is seeking a highly technical, motivated Technical Support Engineer to support its growth in the semiconductor industry. The role applies scientific methodologies and robust statistical techniques to optimize applications for high-volume manufacturing (HVM) fab environments and provides regional support for new product introduction and evaluation activities, including beta and head-to-head programs. The engineer provides field and customer support, resolves technical issues, coordinates service activities, analyzes system performance and reliability data, and communicates quality metrics. The role works closely with field support, engineering, and operations, and supports beta programs, technical documentation, training development and delivery, and mentoring of new personnel. Global travel is required as needed, estimated at at least 30% of the year.
Requirements
- Bachelor’s degree in Engineering, Physics, Material Science, or Chemistry, or five years of relevant field experience. Military and other technical experience will also be considered.
- Experience in a semiconductor manufacturing technical support role, or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization.
- Ability to work effectively in a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing, and Sales.
- Excellent problem-solving skills.
- Strong analytical, data analysis, and diagnostic abilities.
- Excellent written and oral communication skills.
- Excellent knowledge of semiconductor technical support requirements and field service processes and procedures.
- Strong project and time management skills.
- Excellent customer relations and communication skills.
- Excellent escalation management skills.
- Must be able to bend, crawl, and work in and around systems and within semiconductor manufacturing facilities.
- Must be able to lift, carry, and move job-related items.
- Must be able to travel globally as needed; estimated travel is at least 30% of the year.
Nice To Haves
- Experience with semiconductor metrology equipment or related equipment manufacturing.
- Training development and delivery experience.
- New product introduction management experience.
Responsibilities
- Provide field engineering and customer support, including technical problem-solving, diagnosis, repair, installation, modification, and system upgrades, as well as customer training.
- Manage escalations and critical customer situations successfully.
- Serve as the primary contact between the factory, field team, and customers for collection and analysis of system performance and reliability data, system tracking, and customer satisfaction.
- Coordinate service activities with field teams and customers to maximize system uptime and performance.
- Collect, prepare, and formally communicate routine data analyses and quality metrics reporting to the field, customers, and headquarters on daily, weekly, monthly, and other required schedules.
- Work with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation, upgrades, and other customer- or tool-related quality metrics and issues.
- Report design, reliability, and maintenance issues to engineering.
- Create, edit, and review technical field and training materials and documentation.
- Support beta programs at customer sites and headquarters.
- Develop technical training programs and classes; deliver training to field personnel and customers; and mentor and provide on-the-job training to new personnel.
Benefits
- Ongoing industry training programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
