Technical Support Engineer Jobs

About The Position

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 varied technologies and 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.
• Experience or capability in project management, escalation management, and managing new product introduction programs from a service perspective.
• Knowledge of semiconductor technical support requirements and field service processes and procedures.
• Strong problem-solving, analytical, data-analysis, and diagnostic abilities.
• Excellent written and oral communication skills and customer relations skills.
• Ability to work effectively in a multifunctional team involving field teams, engineering, operations, technical support, applications, marketing, and sales.
• Strong project and time-management skills.
• Ability to develop and deliver technical training.
• Ability to bend, crawl, work in and around systems and within 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

• Experience with semiconductor metrology equipment or related equipment manufacturing.

Responsibilities

• Provide field engineer 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.
• Serve as the primary contact among 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 tool uptime and performance.
• Collect, prepare, and communicate routine 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 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; mentor and provide on-the-job training to new personnel.
• Support installation, qualification, maintenance, and repair of Nova products at factory locations and customer sites.
• Travel globally as needed, estimated at at least 30% of the year.