Technical Support Engineer; Software

Job Title

Technical Support Engineer (Software)

Reports to: Technical Support Supervisor

Classification: Non-Exempt

Technical Support Engineer (Software) will be responsible to handle software related escalations from customer support, coordinating technical, commercial, training, and logistic support between customers, field service engineers and management. Technical Support Engineer (Software) will coordinate stated activities with HQ technical support, Customer Support, R&D, product management, QA, manufacturing, and Sales. The position will also function as onsite support during an equipment escalation, if required, within the North American geographic region.

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Planning and execution of assigned software specific tasks.
• Execute independent testing and qualification of EVG equipment software.
• Prepare, report, and communicate software specific topics to customer (risk analysis, change documentation, function test protocols).
• Responsible for organizing, tracking, and filing all software revisions (for all relevant equipment types) for North America as required by HQ.
• Participate and/or lead failure analysis with HQ R&D departments.
• Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition.
• Maintenance of all software products on customer equipment (patches, backups, version updates).
• Perform data and performance analysis of the installed base at key customers. Ensure technical support issue tracking system is fully adhered to. Research internal and external equipment configuration inquiries.
• Provide customer training for EVG applications like analytics, Fab Automation Data Viewer and the like and help data parsing and understanding.
• Develops, recommends and/or implements field and customer on-the-job training requirements.
• Coordinates customer and affiliate meetings, teleconferences, visits, and support logistics.
• Develops strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports.
• Visits customers and affiliates to review customer issues and provides required technical support and recommendations.

• Help troubleshoot SECS/GEM and other factory automation systems.
• Develops and implements plans to increase productivity through tracking equipment performance and plan uptime improvement.
• Keeps informed and trained on the company’s most current systems, methods, and procedures.
• Prepares troubleshooting and repair guides for Best Known Methods.
• Mentors and provides technical assistance and training to less experienced personnel.
• Exhibits good housekeeping practices in all work areas.

• This position requires an associate degree or bachelor’s degree in a related engineering field or up to three (3) years of experience installing/repairing semiconductor/electronic production equipment.
• At least two (2) years of experience with an EVG tool platform, preferred.
• Strong technical knowledge of electronics at a level to troubleshoot from schematics and understand functions of standard electronic components.
• Advanced electromechanical troubleshooting skills.
• Knowledge of statistical process control.
• Familiarity with common tools and understanding of vacuum systems, motors, encoders, hydraulics, pneumatics, and robotics.
• Knowledge of quality improvement process methods and terminology.
• Ability to identify and solve advanced process-related system problems.
• Strong customer support and interpersonal skills to be able to interface with Field Service Engineers and customers under stressful conditions while maintaining a professional demeanor, respect, and courtesy at all times.
• Ability to communicate and demonstrate professional conduct with all levels of Management and personnel.
• Strong organizational skills.
• Complete understanding of…