About This Role
This engineering role focuses on providing comprehensive technical support for cutting-edge equipment used in chip and advanced display manufacturing. It involves acting as a key intermediary between customers and the engineering division, ensuring optimal fleet performance and supporting the implementation of new hardware, software, and processes.
Responsibilities
- Be responsible for all technical support-related aspects at a specific customer, including escalations, fleet performance, system installations, improvement programs, and upgrades
- Act as an intermediary and field escalation focal point between the customer and Division by providing technical support and documentation to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging equipment
- Provide Alpha Site support to Engineering specifically related to installation, operation, calibration, service, and/or testing of a new hardware, process, or software design in-house or on an engineering tool
- Provide Beta Site Support; specifically related to installation, operation, calibration, service, and/or testing of a new hardware, software, or processes on a customer tool
- Initiate and provide review of ECO's to ensure data supports fix and follow up with communication to the field
- Generate and present system performance data as required, including performance metrics such as MTBF, MTBI, and Availability, process data, and I/W spending analysis
- Support GPS in the generation of documentation such as CENs and BKMs
- Create and review documentation covering technical improvements, system upgrades, and support plans
- Present at customer level
- Ensure field implementation
Requirements
- Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines
- Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market
- Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements
- Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information
- Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies
- Explains difficult or sensitive information; works to build consensus
Benefits
- Supportive work culture that encourages learning, development, and career growth
- Comprehensive benefits package
- Participation in a bonus and a stock award program, as applicable