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Technical Support Engineer II

4 months ago

Chelmsford, Massachusetts, United States Tokyo Electron Full time

Let's search for your next career at TEL. Use the form below to search our current opportunities and then apply. Please consider joining our Talent Community so that we may continue to engage with you.

Job Description

Technical Support Engineer II

Position Summary:
Driving success happens daily here. Tokyo Electron employees foster strong partnerships with our customer base. We market and support semiconductor production equipment and provide outstanding service and support tosemiconductor device manufacturers around the world. TEL Electron world-renowned products and technologies support diverse customer needs for the manufacture of increasingly sophisticated semiconductors.

Responsibilities:
* Troubleshoots equipment failures or malfunctions by telephone (or on-site when needed) with on-site field personnel or customers

* Intercedes between customer/field engineer and factory to resolve escalated equipment problems and ensures adherence to established escalation procedures

Responds to emergency service calls as required

* Performs installations at customer sites worldwide

* Supports Manufacturing and Demo Lab performing final test and other activities as needed
* Provides technical information and assistance regarding new systems or changes/modifications to existing systems

Instructs customer operating technicians on system operation and maintenance
* Perform upgrades and modifications to equipment as needed

* Develops and maintains action-item tracking list for resolving long-term equipment performance and reliability issues

* Interface with other groups such as, Software, Hardware, Materials, and Production to provide a factory response to open issues in the field

* Coordinates and approves Field Change Notices (FCN), no-charge delivery requests (NCDR) as necessary
* Coordinates activities with materials management concerning parts availability, expected replacement intervals, and shipments to and from the factory

* Consults with customers, field personnel and factory engineering to identify and resolve recurring equipment failures, malfunctions or areas for improvement

* Be an active participant in any availability, utilization, PM reduction, BKM generation projects and safety issues which will positively affect the overall TEL quality and uptime metrics

* Advises factory-engineering group on details of customer facility requirements including clean room configuration, local regulations and customer-specific issues
* Provides technical support and assistance to customer facilities engineering group for preparation of equipment installation

* Remains current on equipment/tools through appropriate training, manuals, factory periodicals, and other relevant materials

* Provides on-site Field Engineer training on current and new product technology
* Provides technical training to customers and TEL service organizations
* Writes and documents procedures to be used by customers and service organizations
* Publishes troubleshooting guides to help in performing corrective actions
* Assists internal sales and marketing staff as well as customers to identify new standards, processes, manufacturing techniques, and new technologies in order to direct factory on future market requirements
* Provides Technical presentations as required for customers and the field service team as needed

Qualifications:
* Requires 2+ years of field service or product support in the semiconductor industry
* Bachelor's Degree with 2 years of related experience; or Master's Degree without experience; or Associate's Degree with 6 years of related experience; or 10 years of experience in lieu of degree. High school diploma or equivalent required.
* Able to travel20 - 30%, internationally, and will perform other duties as assigned

Physical Requirements:
Job duties are often performed in confined areas in a clean room environment, in awkward positions and/or in high places. Mechanical aptitude, manual dexterity and ability to lift/carry objects up to35 pounds is required. May require bending/stooping/crawling/climbing. May require the use of Personal Protection equipment and proper industry safety procedures when working with one or more dangerous element or conditions such as chemicals, electric currents or high voltage, moving mechanical parts, radiation, etc. Occasional overnight travel to TEL factory, training facilities and customer locations may be required.

Diversity creates an innovative culture. TEL US is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Subsidiary
TEL Manufacturing and Engineering of America, Inc.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans