Staff Technical Support Engineer

Customer Service - Logistics, Field Service, Tech Support Fremont, California


Description

Manages system warranty activity for all released Etch Products from Final Acceptance Terms to term completion. Support activities by interface with Division personnel, local managers, engineers, and customers. Candidate will be responsible for managing warranty needs by providing technical guidance and coordination of activities to guarantee timely support. Provides assistance to other Tech Support engineers and to field engineers who are diagnosing, troubleshooting, repairing and debugging complex systems with various components.

Gathering and problem solving of customer tool warranties. The position provides communication of field information between the Division, field staff, and customers. The objectives are to ensure that: (1) system warranties meet agreed customer requirements (2) system warranty meet expected time line (3) system warranties meet budgeted reserves (4) system warranties are supported expediently and cost effectively.

Responsibilities:

  • Participates in product review meetings
  • Review of product release notes
  • Plan all TS related tasks via Product Group roadmap or schedule
  • Identify tool reliability needs and participate and drive reliability improvement program within the department
  • Drive system data collection and provide monthly report
  • Collaborate with relevant product changes, improvement, and releases including ECR and CIP
  • Drive warranty costs control
  • Measure cost of warranty in terms of dollar and labor hours
  • Conduct regular warranty meetings and provides meeting minutes
  • Initiate appropriate actions to ensure continuous improvement of tool warranty
  • Collect warranty data and report metrics to management
  • Work with field and Division to manage escalations for tools under warranty from beginning to end
  • Involved in weekly communication and conference calls with field personnel and drives action items to closure.
  • Participate in CAI and CREQ review board
  • Coordinate CES for skills readiness and prevent installation delay
  • Can represent his/her manager in customer meetings and report customer feedback.
  • Identifies possible technical problems for tools under warranty
  • Identifies parts list and parts usage for tools under warranty
  • Supervises engineers that respond to situations where standard procedures have failed to isolate or fix problems in non-functioning equipment systems or software
  • Performs other job duties as assigned.

 
Skills Required:

  • 7+ years of ETCH hardware experience
  • Minimum of a BS in Chemistry, Physics or Electrical Engineering or comparable skills

Environmental, Health & Safety Requirements:

  • Successful completion of required Safety training.
  • Remain informed about safety and health regulations affecting the operations of supervision.
  • Ensure each employee is able to safely complete each task to which he/she is assigned.
  • Investigate accidents and incidents that have occurred; identify the corrective action necessary to prevent a similar accident from occurring.
  • Ensure equipment and machines are maintained in safe operating condition.
  • Report to the Safety Officer any unsafe or unhealthy condition which cannot be corrected.
  • Follow all safety and health regulations and work practices, including personal protective equipment where applicable.