Product Support Engineer

Responsibilities

• Provide remote technical support to field service engineers
• Manage service tickets and timely report service events
• Work with materials group to ensure timely shipping and correct inventory levels of spare parts are maintained in each region or customer location
• Write and/or modify technical procedures, service bulletins and other related documentation
• Interface with customers with a strong focus on customer satisfaction via email, phone and/or onsite at customer locations
• Provide training to field service engineers, applications engineers and customers
• Affiliate with service personnel with onsite installation, maintenance, calibration and repair of semiconductor equipment at customer sites throughout the world as needed
• Manage customer equipment events with a strong sense of ownership from initial notification to closure
• Manage spare parts inventory and ensure proper tracking and reporting of parts consumed
• Document failures through RMR failure analysis and corrective action systems
• Document all pertinent data and service events using SFDC reporting system
• Provide onsite technical support to field service world wide on short notice
• Participate in “Out of Box” Quality process and work to address issues and improve processes associated with set up and testing of systems, acceptance criteria, specifications, and documentation of procedures
• Participate in Product Life Cycle planning to optimize serviceability from product inception to end of support
• Support cross functional partners within the business unit to deliver quality products
• Perform other duties as requested

Qualifications

• US Citizenship or Permanent Residence Required
• Experience with cryogenic cleaning, mask handling and semiconductor equipment support
• Strong interpersonal and communication skills
• Ability to operate in a fluid environment with changing requirements and priorities
• Demonstrated proficiency and experience with Microsoft Office suite including PowerPoint, Word and Excel and Microsoft Project software and SharePoint
• Sub-assembly to System level experience in electronics, mechanical, and integration
• Testing and test plan writing, execution, and performance
• Detail orientated and disciplined management and meeting skills