Technical Support Engineering This role will provide all aspects of escalations technical support for Applied Materials installed base of semiconductor and display manufacturing tool technologies.
It will be responsible for enhancing tool performance through remote and on-site escalations support to Customer Engineers, technicians, and other product focused personnel who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical equipment.
It will also provide support for other customer technical issues related to equipment, programs, installations, and upgrades.
The role will respond to situations where first-line product support require additional help to isolate or fix problems in malfunctioning equipment.
Specific duties will include :
Provides global assistance to Customer Engineers in diagnosing, troubleshooting, and debugging complex technical issues remotely.
Documents and disseminates troubleshooting processes, and technical findings to standardize solutions into a BKM’s as well as addressing technical improvements, system upgrades, and support plans
Develops and implements actions plan to address complex customer technical problems, along with a backup plan if needed.
Partners with other Technical Product Support engineers in different geographical regions to ensure continuity in problem identification and resolution
Generates and presents system performance data as required. This includes performance metrics such as MTBF, MTBI and Availability.
Reporting will also include process data and I / W spending analysis.
Significant Experience providing hands-on technical support for Applied Materials tool products
Experience includes expertise in installation, (T0, T1, and T2), preventative maintenance, problem diagnostics and resolution
Strong customer interaction and relationship skills
Strong interpersonal skills
Excellent communication (verbal and written) skills
High proficiency in English, verbal and writing
4 - 7 Years of Experience