Technical Product Support Engineer

Description

The company is a global leader in materials science and engineering, and its solutions sit underneath nearly every new semiconductor chip and advanced display.

The equipment the company builds and services supports AI and the commercialization of next-generation chips.

You would join a team working at the foundation of the electronics industry.

Responsibilities

• Own all technical support for one assigned customer, covering escalations, fleet performance, system installations, improvement programs and upgrades.
• Serve as the field escalation contact 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.
• Support Alpha Site work with Engineering on installing, operating, calibrating, servicing and testing new hardware, process or software designs, either in house or on an engineering tool.
• Support Beta Site work on customer tools, covering installation, operation, calibration, service and testing of new hardware, software or processes.
• Start and review ECOs to confirm the data supports the fix, and communicate the outcome to the field.
• Produce and present system performance data on request, including MTBF, MTBI and Availability, plus process data and I/W spending analysis.
• Help GPS create CENs and BKMs, and write and review documents on technical improvements, system upgrades and support plans. Present them to customers and make sure they are implemented in the field.

Requirements

• Show working expertise in your own discipline and a basic grasp of related disciplines.
• Know current best practices, how your area connects with others, and how competitors differ in the market.
• Help less experienced colleagues and lead small projects that carry limited risk and resourcing needs.
• Solve complex problems by looking at existing solutions in a new way and weighing several sources of information.
• Work within broad guidelines and policies while affecting customer, operational, project or service activities in your team and nearby teams.
• Explain difficult or sensitive information clearly and help teams reach agreement.

Conditions

Full-time position, classified as an assignee and regular employee.

Travel is about 25% of the time.

Based in Santa Clara, CA. Relocation assistance is available.

Pay is $110,500.00 - $152,000.00, set by location, hire grade, job knowledge, skills, experience and fairness to current team members.

For sales roles, the posted range is the Target Total Cash range, meaning base salary plus target bonus at 100% goal achievement.

The company is an equal opportunity employer.

Benefits

• A comprehensive benefits package, with possible bonus and stock award participation where applicable.
• A supportive culture that helps you learn, grow your career and take on challenges to build new solutions for customers.
• Programs that support your health and wellbeing and your personal and professional growth, at work and outside it.