Analyzes issues and problems of high complexity, exercising excellent judgment in finding solutions to problems and issues with equipment. Analyzes error logs, determines root errors, and translates into fishbone analysis. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. Creates service bulletins to disseminate technical information worldwide concerning serious tool-related issues. Provides written weekly updates pertaining to progress on current projects to Technical Support Manager. Develops relevant action plans to specific technical issues. Develops 8D reports for customer communication, works with factory to close analysis. Works in conjunction with service manager to identify local team's skill-set, gaps, develops and executes training plans. Proactively provide feedback to the engineering and manufacturing departments concerning tool quality, reliability and service ability issues. Proactively analyzes install base performance, identifies trends, tool quality issues, reliability and service ability issues communicates factual assessments to factory, makes recommendations for improvements. Takes ownership of escalations, becomes key point of contact and communicator to customer and factory personnel until problems are resolved, and follows through with corrective actions to ensure quality closure of technical issues. Supports customer installations, upgrades and training upon request.
Works with engineering and team on new system developments.
Experience delivering technical training is a plus
Challenges:Interacting with customers and field service engineers who speak different languages. Must be willing to travel 50%, including both domestic and international travel
Requires an associate degree in electrical, electronic or mechanical engineering, optical engineering, physics or a related field and a minimum of 5 year experience maintaining, installing and/or repairing for process control systems (metrology, inspection) or comparable high-technology equipment or an equivalent combination of education and experience. A BS degree is preferred.
Skills & Knowledge:
This level of position works on problems of diverse scope, requiring the incumbent to draw on industry experience and to exercise independent judgment and discretion to arrive at a solution. Ability to isolate and solve problemsExcellent analytical skillsAbility to transfer knowledge in a clear and logical manner to all levels of technical personnelAbility to read and interpret schematics, mechanical diagrams and other industry-related technical documentationDemonstrates tact and diplomacy in all situationsAbility to multitask in a constantly changing work environmentPossesses strong communication and client interaction skillsDemonstrates self confidenceExcellent listening skillsCalm under pressureFluent in English
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