Senior Technical Support Engineer

Nova • Fremont, CA

1d

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) fabs, and provides regional support for new product introduction and evaluation activities, including beta and head-to-head evaluations.

The engineer provides field and customer support for technical problem solving, diagnosis, repair, installation, modification, upgrades, and training. The role serves as a key contact among customers, field teams, and headquarters; supports system performance and reliability analysis; coordinates service activities to maximize tool uptime and performance; and works with engineering and operations on serviceability, reliability, installation, upgrades, and quality issues. The position also supports beta programs, creates and reviews technical and training materials, and develops and delivers training for field personnel and customers.

The position requires global travel as needed, estimated at at least 30% of the year. The work may involve bending, crawling, and working in and around systems inside semiconductor manufacturing facilities, as well as lifting, carrying, and moving job-related items.

Requirements

• Bachelor’s degree in Engineering, Physics, Materials Science, or Chemistry, or 5 years of relevant field experience; military and other technical experience will 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, Technical Support, Applications, Marketing, and Sales.
• Strong problem-solving skills.
• Strong analytical, data analysis, and diagnostic ability.
• 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.
• Ability to bend, crawl, and work in and around systems and within semiconductor manufacturing facilities.
• Ability to lift, carry, and move job-related items.
• Ability 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.
• Experience developing and delivering training.
• Experience managing new product introductions.

Responsibilities

• Provide field engineer and customer support, including technical problem solving, diagnosis, repair, installation, modification, and system upgrades.
• Provide customer training and manage escalations and critical customer situations.
• Act as the primary contact between the factory, field team, and customers for collecting and analyzing system performance and reliability data, tracking systems, and monitoring customer satisfaction.
• Coordinate service activities with field teams and customers to maximize system tool uptime and performance.
• Prepare and communicate routine customer and factory data analyses and quality metrics to field teams, customers, and headquarters.
• Work with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation, upgrades, and other customer- and tool-related quality metrics and issues.
• Report design, reliability, and maintenance issues to engineering.
• Create, edit, and review technical field materials, training materials, and documentation.
• Support beta programs at customer sites and at 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.
• Apply scientific methodologies and statistical techniques to optimize applications for high-volume manufacturing fab environments.
• Provide regional support for new product introduction and evaluation activities, including beta and head-to-head evaluations.

Benefits

• The company describes itself as a Certified Great Place to Work, recognized in 2022, 2023, and 2024 based on employee feedback.
• Ongoing industry training programs and a culture of continuous learning.
• Opportunity to work with cutting-edge metrology tools and top engineers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior