Technical Support Engineer

Technical support engineers must understand and demonstrate knowledge of varied technologies and across multiple disciplines - ion optics, mass spectrometry, x-ray photoelectron spectroscopy, secondary ion mass spectrometry, ion optics, high voltage and low voltage electronics, mechanical systems, high vacuum systems, power systems, and various software operating systems and applications. Technical support engineers need to be experienced and demonstrate capability in project management, escalation management, and management of new product introduction (NPI) programs from a service perspective.

These individuals must have experience in technical training development and delivery including the development of service support documentation, processes and procedures. Engineers must demonstrate the ability to interface with multifunctional groups to ensure the successful support, installation, qualification, maintenance and repair of Nova products at factory locations or at customer sites in a manner that meets both customer and Nova expectations.

Roles & Responsibilities

Provide field engineer and customer support, including technical problem solving, diagnosis, repair, installation, modification and upgrade of systems as well as customer training.

Demonstrate ability to manage escalations and critical customer situations successfully.

Act as primary contact between factory, field team, and customers for collection and analysis of system performance data, collection of system reliability data, as well as system tracking and customer satisfaction.

Coordinate all service activities with field teams and customers to maximize system tool up time and performance.

Collect, prepare and formally communicate with the field, customers and headquarters, daily, weekly, monthly and other routine customer and factory required data analysis and quality metrics reporting.

Work closely with field support, engineering and operations to provide feedback on serviceability, reliability, ease of installation, upgrades and other customer / tool related quality metrics and issues.

Report design, reliability and/or maintenance issues to engineering.

Create, edit and review technical field and training materials and documentation.

Support beta programs at customer sites and at headquarters

Demonstrate ability to develop technical training programs and classes, as well as experience in delivery of training to field personal and customers including the successful mentoring and on-the-job training of new personnel.

Education/Experience

Minimum of five years of experience in a semiconductor manufacturing technical support role or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization, is required.

Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.

Bachelor’s degree or equivalent

Physical Requirements:

Bachelor’s degree in Engineering, Physics, Material Science, Chemistry and/or 5 years of relevant experience in the field. Military and/or other technical experiences will be considered.

Experience in a semiconductor manufacturing technical support role or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization, is a plus

Semiconductor metrology equipment or related equipment manufacturing experience is a plus.

Travel:

This position requires global travel as needed; estimated travel time is at least 30% of the year

Skills:

Ability to work effectively in a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing and Sales.

Excellent problem-solving skills

Strong analytical, data analysis and diagnostics ability.

Excellent written and oral communications

Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.

Strong project and time management skills

Excellent customer relations and communications skill.

Excellent escalation management skills

Training development and delivery experience

New product introduction management experience