Technical Product Support Engineer

Key Responsibilities

• Responsible for all technical support related aspects at a specific customer: escalations, fleet performance, system installations, improvement programs and upgrades.
  
  
• Acts as intermediary and field escalation focal point between customer and Division by providing technical support and documentation to field engineers, technicians and product support personnel who are diagnosing, troubleshooting, repairing and debugging equipment.
  
  
• Provides Alpha Site support to Engineering specifically related to installation, operation, calibration, service and /or testing of a new hardware, process or software design in house or on an engineering tool
• Provides Beta Site Support; specifically related to installation, operation, calibration, service and/or testing of a new hardware, software or processes on a customer tool.
  
  
• Initiates and provides review of ECO's to ensure data supports fix and follow up with communication to the field.
  
  
• 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.
  
  
• Supports GPS in the generation of documentation such as CENs and BKMs. Creates and reviews  documentation covering technical improvements, system upgrades, and support plans.
  
  Presents at customer level.
  
   Ensures field implementation.
  
  

Requirements

• A relevant engineering education qualification.
  
  
• Prior experiences in CMP/ Vacuum and Thermal systems equipment is highly preferred especially for those with field/ customer support background.
  
  
• Be the center to understand other regions' issues and able to effectively diagnose and resolve complex technical issues.
  
  
• Able to communicate clearly and effectively with customers and internal teams.
  
  At times, meetings may be at Europe/ US time zones.
  
  
• Comfortable in working inside cleanroom/ lab at times to perform lab development work.
  
  
• Able to to work well in a team environment and adapt to changing priorities.
  
  
• 50% overseas travel to countries in Asia.
  
  

Work Location

• Science Park II