Technical Support Engineer
About The Position
Technical Support Engineers support Nova products at factory locations and customer sites, ensuring successful installation, qualification, maintenance, repair, upgrades, and customer training. The role requires broad technical knowledge across disciplines including ion optics, mass spectrometry, X-ray photoelectron spectroscopy, secondary ion mass spectrometry, high- and low-voltage electronics, mechanical systems, high-vacuum systems, power systems, and software operating systems and applications. The engineer provides field and customer support, troubleshoots technical problems, manages escalations and critical customer situations, and coordinates service activities to maximize system uptime and performance. The role also involves collecting and analyzing system performance and reliability data, reporting quality metrics, and sharing serviceability, reliability, installation, upgrade, design, and maintenance feedback with engineering, field support, and operations teams. The position manages service-related aspects of new product introduction programs and supports beta programs at customer sites and headquarters. It also develops, edits, and reviews field and training documentation, develops and delivers technical training, and mentors and trains new personnel. Global travel is required as needed, estimated at at least 30% of the year. The position involves manual and physical labor, including bending, crawling, working in and around systems and semiconductor manufacturing facilities, and moving job-related items.
Requirements
- Bachelor’s degree or equivalent.
- At least one year of experience in a semiconductor manufacturing service or technical support role, or equivalent experience in a similar technical business such as analytical instrument capital equipment.
- Knowledge of semiconductor technical support requirements and field service processes and procedures.
- Ability to work effectively in a multifunctional team, including field teams, engineering, operations, technical support, applications, marketing, and sales.
- Excellent problem-solving skills.
- Strong analytical, data-analysis, and diagnostics abilities.
- Excellent written and oral communication skills.
- Strong project and time-management skills.
- Excellent customer relations and communication skills.
- Excellent escalation-management skills.
- Experience developing and delivering training.
- Experience managing new product introductions.
- Ability to perform manual and physical labor, bend, crawl, work in and around systems and semiconductor manufacturing facilities, and 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
- Semiconductor metrology equipment or related equipment manufacturing experience.
Responsibilities
- Provide field engineer and customer support, including technical problem-solving, diagnosis, repair, installation, modification, system upgrades, and customer training.
- Manage escalations and critical customer situations.
- Serve as the primary contact between the factory, field teams, 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 uptime and performance.
- Collect, prepare, and communicate routine data analyses and quality metrics reporting to field teams, customers, and headquarters.
- Work with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation, upgrades, and customer- or tool-related quality 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 at headquarters.
- Develop technical training programs and classes; deliver training to field personnel and customers; mentor and provide on-the-job training to new personnel.
- Manage project, escalation, and service-related new product introduction activities.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
