Technical Service Product Support Engineer

(none selected) | Direct Hire

Post Date: 05/16/2017 Industry: Software/Hardware

The Technical Support Engineer is responsible for providing second-level technical support to field service personnel by telephone or at the customer site in the assigned region in support of customer requirements. The Technical Support Engineer is also responsible for providing information/data on the Company’s products, including hands-on training, so that field personnel are adequately trained to support the installed base.

Major Responsibilities: • Responds to situations where standard procedures and protocols have failed to isolate or fix problems on malfunctioning equipment • Analyzes company equipment problems at customer sites and recommends appropriate corrective action • Works with design engineering staff to ensure the maintainability and serviceability of new products • Collects and analyzes data on equipment for performance • Coordinates support activities to address customer requests and equipment issues • Prepares reports of customer visits, account performance, Field Service Reports, expenses, and inventory • Travels to domestic and international customer sites within an assigned region • Participate in installation and training

• Other functions may include but not limited to supporting internal customer such as development lab, manufacturing etc.

 

This role has the authority to: • Initiate action to prevent the occurrence of any non-conformities relating to the product, process, or quality system; • Identify and record any problems relating to the product, process, and quality system; • Initiate, recommend, or provide solutions through designated channels; and • Verify the implementation of solutions.

Qualifications/Requirements: • BS in EE, ME or related technical field, or equivalent experience in diagnosing and troubleshooting thin film deposition capital equipment, vacuum, and electronic systems

• At least 4 years of semiconductor manufacturing experience with an emphasis on thin film/CVD, ALD processes and MOCVD • Experience diagnosing and trouble-shooting electronics systems • Strong technical knowledge of the Company’s process, equipment, vacuum systems, electro-mechanical systems and semiconductor manufacturing required • Ability to interact professionally with customers and other members of the installation team is essential • Ability to maintain accurate records and procedural systems • Technical training experience a plus • Must be able and willing to travel domestically and internationally 50% to 60% of the time


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