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Product Support Specialist

1 month ago

Chaska, Minnesota, United States Tokyo Electron Full time
Job Summary

As a Product Support Specialist at Tokyo Electron, you will provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. You will respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. You will report design, reliability, and maintenance problems or bugs to design engineering/software engineering. You will be involved in customer installation and training. You will provide support to customer/users where the product is highly technical or sophisticated in nature. You will provide technical information and assistance regarding new systems or changes/modifications to existing systems. You will coordinate activities with materials management concerning parts availability, expected replacement intervals, and shipments to and from the factory (Japan). You will maintain communication regarding technical support activities through meetings, reports, documentation, or other means as required. You will perform SMBWA and complete reports as required. You will remain current on equipment/tools through appropriate training, manuals, factory periodicals, and other relevant materials. You will develop and maintain an action-item tracking list for resolving long-term equipment performance and reliability issues. You will advise factory-engineering group on details of customer facility requirements including clean room configuration, local regulations, and customer-specific issues. You will provide technical support and assistance to customer facilities engineering group for preparation of equipment installation. You will consult with customers, field personnel, and factory engineering to identify and resolve recurring equipment failures, malfunctions, or areas for improvement. You will assist 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. You will provide on-site Field Engineer training on current and new product technology. You will provide technical presentations as required for customers and the field service team as needed. You will coordinate site-specific improvement plans. You will actively participate in any availability, utilization, PM reduction, BKM generation projects, and safety issues which will positively affect the overall TEL quality and uptime metrics.

Requirements

* Bachelor's degree in a related field
* 2 years of professional experience preferred

Work Environment

This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets. This is a largely sedentary role; however, some filing is required, which would require the ability to lift files, open filing cabinets, and bend or stand as necessary. This position requires the ability to occasionally lift office products and supplies, up to 35 pounds. This position also requires 4 to 6 hours per day at a computer screen/keyboard.

TEL US is an Equal Employment Opportunity / Affirmative Action employer