Technical Product Support Engineer

Description

The company supplies materials science and engineering equipment used in nearly every new semiconductor chip and advanced display worldwide.

Its equipment is essential to AI development and to bringing next-generation chips to market.

Responsibilities

• You own all technical support for one assigned customer, covering escalations, fleet performance, installations, improvement programs and upgrades.
• You are the link between the customer and the division, giving technical support and documentation to field engineers, technicians and product support staff who diagnose, troubleshoot, repair and debug equipment.
• You support engineering with alpha site work: installing, operating, calibrating, servicing and testing new hardware, process or software designs, either internally or on an engineering tool.
• You support beta sites on customer tools with the same kind of work on new hardware, software or processes.
• You start and review engineering change orders to confirm the data backs the fix, then tell the field about it.
• You produce system performance data on request, including MTBF, MTBI and availability, plus process data and I/W spending analysis.
• You help the GPS group write CENs and BKMs, and create and review documents on technical improvements, system upgrades and support plans. You present them to the customer and make sure the field carries them out.

Requirements

• Practical expertise in your own discipline and basic knowledge of related disciplines.
• Knowledge of best practices, how your area fits with others, and awareness of competitors and what sets them apart in the market.
• Ability to solve complex problems, look at existing solutions from a new angle, and judge using several sources of information.
• Ability to help less experienced colleagues and lead small projects with manageable risk and resource needs.
• Ability to explain difficult or sensitive information and build consensus.
• Ability to work within broad guidelines and policies while affecting customer, operational, project and service work in your team and related teams.

Conditions

Full-time, regular position.

Travel: 50% of the time.

Relocation assistance is available.

Based in Santa Clara, CA.

Salary range: $110,500.00 - $152,000.00, set by location, hire grade, job knowledge, skills, experience and internal equity.

For sales roles, the posted range is the Target Total Cash range, the base salary plus target bonus at 100% goal achievement; this rule does not apply to this role.

The company aims to keep its careers site accessible; accommodation requests only, not application status.

Benefits

• Comprehensive benefits package.
• Possible participation in a bonus and a stock award program, as applicable.
• Programs supporting health, wellbeing and personal and professional growth, at work and at home.
• A supportive culture where you learn, grow your career and take on challenges.