Job Details

Job Title : Technical Support Engineer (Software)Reports to: Technical Support SupervisorClassification: Non-ExemptSummary:The Technical Support Engineer (Software) will be responsible for handling software-related escalations from customer support, coordinating technical, commercial, training, and logistic support between customers, field service engineers, and management. This position will also function as onsite support during an equipment escalation, if required, within the North American geographic region.Essential Duties and Responsibilities: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 customers (risk analysis, change documentation, function test protocols).Responsible for organizing, tracking, and filing all software revisions for North America as required by HQ.Participate and/or lead failure analysis with HQ R&D departments.Provide support to the 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. Ensure the technical support issue tracking system is fully adhered to. Research internal and external equipment configuration inquiries.Provide customer training for EVG applications like analytics, FabAutomation DataViewer, and assist with data parsing and understanding.Develop, recommend, and implement field and customer on-the-job training requirements.Coordinate customer and affiliate meetings, teleconferences, visits, and support logistics.Develop strategies with customers and onsite engineers for collection and reporting of equipment performance data and reliability reports.Visit customers and affiliates to review customer issues and provide required technical support and recommendations.Additional Duties and Responsibilities:Help troubleshoot SECS/GEM and other factory automation systems.Develop and implement plans to increase productivity through tracking equipment performance and planning uptime improvement.Keep informed and trained on the company's most current systems, methods, and procedures.Prepare troubleshooting and repair guides for Best Known Methods.Mentor and provide technical assistance and training to less experienced personnel.Exhibit good housekeeping practices in all work areas.Qualifications / Education / Skills and Experience:This position requires an associate 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.Strong technical knowledge of electronics 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 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 and 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).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, the individual is regularly required to stand, sit, reach with hands and arms, stoop, kneel, crouch, crawl, and lift/move up to 50 pounds. Visual acuity is required. The individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hands 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. The employee will be required to follow any other job-related instructions and 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.#J-18808-Ljbffr