Technical Support Engineer (Software)

Job Description

Job Description

Job Title : Technical Support Engineer (Software)

Reports to : Director of Customer Support North America

Classification : Non-Exempt

Summary :

The Technical Support Engineer will be responsible for coordinating technical, commercial, training and logistic support between customers, field service engineers and management.

The Technical Support Engineer will coordinate stated activities with HQ technical support, Customer Support, R&D product management, QA, manufacturing and Sales.

The position will also function as onsite support during an equipment escalation, if required, within the North American geographic region.

Essential Duties and Responsibilities :

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required.

• Planning and execution of assigned software specific tasks.
• Execute independent testing and qualification of EVG equipment software.
• Prepare, report and communicate software specific topics to customer (risk analysis, change documentation, function test protocols).
• Responsible for organizing, tracking and filing all software revisions (for all relevant equipment types) for North America as required by HQ.
• Participate and / or lead failure analysis with HQ R&D departments.
• Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition.
• Maintenance of all software products on customer equipment (patches, backups, version updates).
• Perform data and performance analysis of the installed base at key customers. Support the technical support hotline during normal working hours.

Ensure technical support issue tracking system is fully adhered to. Researches internal and external equipment configuration inquiries.

• Develops, recommends and / or implements field and customer on-the-job training requirements.
• Coordinates customer and affiliate meetings, teleconferences, visits and support logistics.
• Develops strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports.
• Visits customers and affiliates to review customer issues and provides required technical support and recommendations.

Additional Duties and Responsibilities :

• Initiates quotation for training, parts, retrofits and upgrades.
• Maintains and performs repairs on company demo cleanroom equipment.
• Develops and implements plans to increase productivity through tracking equipment performance and plan uptime improvement.
• Keeps informed and trained on the company’s most current systems, methods and procedures.
• Prepares troubleshooting and repair guides for Best Known Methods.
• Mentors and provides technical assistance and training to less experienced personnel.
• Exhibits good housekeeping practices in all work areas.

Qualifications / Education / Skills and Experience

• This position requires an Associate’s Degree or Bachelor’s Degree in a related engineering field or up to three (3) years of experience installing / repairing semiconductor / electronic production equipment.
• At least two (2) years of experience with an EVG tool platform, preferred.
• Strong technical knowledge of electronics at a level to troubleshoot from schematics and understand functions of standard electronic components.
• Advanced electromechanical troubleshooting skills.
• Knowledge of statistical process control.
• Familiarity with common tools and understanding of vacuum systems, motors, encoders, hydraulics, pneumatics and robotics.
• Knowledge of quality improvement process methods and terminology.
• Ability to identify and solve advanced process-related system problems.
• Strong customer support and interpersonal skills to be able to interface with Field Service Engineers and customers under stressful conditions while maintaining a professional demeanor, respect and courtesy at all times.
• Ability to communicate and demonstrate professional conduct with all levels of Management and personnel.
• Strong organizational skills.
• Complete understanding of international logistics ad project schedule / management.
• Must possess skills that can assist with cross-functional team building.
• Must have strong negotiation skills and understanding of other cultures.
• Must have strong PC skills including Word, Excel, PowerPoint and Windows (knowledge of SAP, Canbus and Motion controllers preferred).
• Must be able to work extended hours and / or flexible shifts, as required.
• Must be able to travel domestically and internationally overnight, as needed, up to 30% of the time. Must possess a valid passport.

Physical Demands :

While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift / move up to 50 pounds.

Visual acuity required. Individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally.

Ability to wear proper cleanroom attire and work inside the fab / cleanroom up to 30% of the time.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.

Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently.

Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills or abilities.