Technical Support Engineer II-III

EBARA TECHNOLOGIES INCORPORATED•Tualatin, OR

1d•Onsite

About The Position

This is an experienced, full-time position reporting to the Director of OEM Operations. The role is stationed at a key customer site in Tualatin, Oregon, and is responsible for supporting new sales opportunities by meeting face-to-face with customers to understand application details and desired technical outcomes for sub-fab projects. The position involves specifying ETI product solutions, assigning part numbers, and liaising with sales to ensure properly configured hardware solutions are quoted and explained. The Technical Support Engineer will also meet with the Engineering Change (EC) department to discuss application details and understand product functionality. A significant responsibility includes providing technical support to the Site Services Team field engineers and technicians, diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software. This role also requires close collaboration with LAM Tool engineers on a weekly basis to understand Direct Tool heater application details and design challenges, and to build strong relationships with the tool design engineering community within LAM for all thin films products. High cadence interactions with tool design engineers are essential to enable an opportunity pipeline aligned with business growth objectives. In-depth knowledge of Briskheat products and design capabilities are crucial. Attendance at bi-weekly spin reviews is required. As an on-site liaison to Briskheat, the individual is responsible for ensuring ETI has opportunities to quote all new tool design requirements. The role encompasses all customer technical support functions for all LAM Sites, including North America, Asia Pacific, and India. Working hours must accommodate TEAMS meetings in non-North American regions. Monthly reporting requirements include details on technical escalations, new install opportunities for sub-fab projects, and meetings held with tool engineers for Direct Tool applications. A running log of Direct Tool opportunities with project status, timelines, and technical challenges must be maintained.

Requirements

Bachelor’s degree in Science or Engineering discipline, or equivalent experience.
Six (6) – Ten (10)+ years of work related experience, preferably in semiconductor or related industry.
Working knowledge of mechanical skills.
Working knowledge of principles of semiconductor and/or vacuum technology.
Strong Customer Relations skills.
Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
Speaking in front of groups.
Strong time management skills.
Self-starter.
Demonstrated leadership and program management skills.
Strong relationship building skills with ability to collaborate and work effectively with internal colleagues and customers.
Demonstrated teamwork and organizational skills.
Demonstrated excellent written and oral communication skills.
Provide verification of good driving record if servicing customers offsite.

Nice To Haves

The ability to lift 35 lbs. unassisted from the floor to waist level.
The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
The ability to perform the essential functions of the position in a cross cultural, demanding and dynamic environment.
The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

Responsibilities

Report to work daily at the LAM Tualatin Site location (except when traveling) or otherwise out of office.
Meet face to face with customer to provide recommendations for product selection, set up, operation, and maintenance.
Specify product solution, assign PN’s using ETI Doc Control function and ensure sales quotes properly configured solution with assigned PN.
Work on problems of a routine to moderate scope where analysis of situations or data requires a review of identifiable factors.
Provide technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
Provide detailed monthly reports on both sub-fab and direct tool business activities for the month and plans for the future month.
Provide training, guidance, or technical assistance to customer, end users, or internal teams.
Proper planning to ensure scheduled downtime commitments are met, both results and return time.
Unscheduled preparation for timely and effective repairs by first-lines support.
Maintain clean and safe working environment compliant with EBARA safety policies.
Comply with EBARA’s safety policies, including participation in and completion of all required safety training.
Perform other duties as assigned.