Sr. Technical Support Specialist

Amtech•Westford, MA

3d•Hybrid

About The Position

The Senior Technical Support Specialist will lead advanced technical aspects of post market activities for all company products worldwide meeting and/or exceeding both internal and external customer expectations. They will respond to customer related technical inquiries, specifically around electrical problems and troubleshoot electrical circuits, as well determination of the necessity to dispatch service personnel to insure timely resolution of customer issues. In addition, the Senior Technical Support Specialist will train customers on resolving issues. In the position they must take ownership of escalations, mentoring, complex troubleshooting, and support process improvement for team members.

Requirements

Bachelors degree in Electrical or Mechanical Engineering, or related field or equivalent technical experience.
5+ years of experience in technical support or service roles, preferably in semiconductor or electronics manufacturing.
Proficiency in remote troubleshooting electrical, electronics, and mechanical systems, as well as PLC control systems.
Ability to work independently and on a team to meet time sensitive deadlines
Strong interpersonal and written communication skills; ability to explain complex technical concepts clearly.
Proficiency in advanced math and measurements to assist with troubleshooting and diagnostics such as Ohm’s Law, power calculations, impedance, and reactive components to troubleshoot electrical circuits and optimize system performance.
Use tools like Fourier Transforms, filter design, and differential equations to analyze complex systems, including frequency response, load distribution, and thermal management.
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and diagnostic tools for semiconductor equipment.
Follow ISO procedures and guidelines, as well as follow proper safety protocol, including wearing appropriate PPE where designated.

Nice To Haves

Relevant technical certifications (e.g., SEMI, IPC) are a plus.
Experience with software for diagnostics, CAD, and data analysis a plus.
Proficiency with Salesforce and ERP systems preferred.
Skilled in the use of AI tools to support technical analysis, documentation, and workflow efficiency.

Responsibilities

Provide advanced remote and onsite technical support to customers for troubleshooting and resolving electrical circuit issues.
Offer backup support to field service engineers, ensuring efficient resolution of technical problems.
Collaborate cross functionally to review and update technical documentation, including manuals and service bulletins.
Investigate and report recurring product failures, interfacing with Engineering and Manufacturing to find lasting solutions.
Generate and distribute service bulletins, notifying customers and field teams of any hardware or software changes.
Maintain detailed records of all service activities, including issues encountered, solutions implemented, and client interactions.
Train and guide customers, as well as third-party personnel, on troubleshooting, maintenance, and operations of products.
Support the software team and Field Service Engineers with MES integrations, communication protocols, HERMES, OPC, REST and MQTT solutions.
Identify Gaps in the department and formulate plans to correct these
Serve as the first point of escalation for customer issues.
Lead root-cause investigations and coordinate corrective actions for recurring technical issues.
Support the development of training curriculum, technical documentation, knowledge base content, and departmental improvement initiatives.
Support occasional after-hours calls and travel as needed for technical support.
Follow ISO procedures and guidelines, as well as follow proper safety protocol, including wearing appropriate PPE where designated.
Obtain BTU certified trainer status and support customer and internal training requirements.
Domestic travel of 10% or less.