JOB TITLE: Product Support Engineer III
HRIS JOB TITLE: Eng-Product Support III
FLSA STATUS: Exempt
JOB CODE: 43117
BAND: P3
SUMMARY Provide high level technical support to field service by phone, e-mail or travel to customer site by performing the following duties:
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Provide system-level electro/mechanical expertise to field service personnel and customers for troubleshooting design or field-based critical equipment problems and providing on-site support for new product installs, machine down, upgrades and retro-fits. Communicate by phone, email and travel.
Coordinate factory resources to resolve field problems as quickly as possible, including leading cross-functional teams working toward solutions of difficult technical problems.
Enhance our field and customer relationships. Visit customer sites on periodic basis to better understand equipment/preventative maintenance issues. Share data and Best-known practices, and establish Fab SPC baselines.
Log calls, and utilize problem solving techniques such as Insight, Glovia, and other available electronic medium to develop solutions and drive customer issues to root cause.
Use the available equipment diagnostic tools and data, identify equipment issues using the application resources available. Performance Dose Dat. Wafer Map diagnostic; beam profile collection and interpretation; ashrate and non-uniformity; particle data; etc.
Provide factory support for engineering projects and reliability marathons; support manufacturing to help resolve customer-reported issues.
Manage and document escalations through Insight. Follow up with the appropriate functional group to ensure timely closure on open technical issues whether hardware, software, after-market, etc.
Produce troubleshooting matrices that enable field service engineers to follow a systematic approach to localizing and resolving a common problem.
Work with field service and our reliability-engineering group, provide customer data (MTBF, MTTR) for factory continuous improvement, quality assurance, warranty reduction, and other factory programs.
Mentor field service and support engineers in operation and troubleshooting of complicated system level electronic and mechanical problems.
Mange internal product support resources at a site or internally to address customer and tool issues reported.
Provide coaching and leadership to those engineers who require further mentoring in specific areas. (Preventative Maintenance practices and schedules, particle reduction, source life end station set-up, software troubleshooting, beam and recipe optimization, basic application skills).
Develop and assist Junior PSE’s with Product Support Bulletins and Best Known Practices to notify the field of problems and temporary work arounds.
ADDITIONAL RESPONSIBILITIES:
Document troubleshooting and problem resolution steps as solutions for the knowledgebase.
Write technical bulletins, procedures, and best methods documents using first-hand knowledge and techniques and theory gathered from peers (support, service, and design engineers).
Provide assistance and hands-on training toward the development of Field Service and Product Support Engineers.
Participate in providing training to customers as required
COMPETENCIES In addition to demonstrating Axcelis Attributes and Behaviors the employee will be subject to all Axcelis employee policies and to both quantitative and qualitative assessments of performance. Additional competencies required to be successful in this job include:
Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE
Bachelor of Science Degree EE/ME/CE or equivalent and ten years of semiconductor capital equipment repair experience; or equivalent combination of education and experience.
CERTIFICATE/LICENSES/SPECIAL REQUIREMENT
Have a valid passport and not be limited to travel to any international location
Able to carry a pager, pass respirator and fitness tests.
Occasionally work off shifts and or weekends to provide escalation support.
PMP Certification or PM experience
Six Sigma Black Belt Certification
OTHER SKILLS AND ABILITIES
ABILITY TO: Read, write, comprehend and speak English sufficiently well to perform job functions; Work as part of a team to get resolution to client issues; Communicate effectively with both internal and external customers; Present a professional image to the customer; Perform presentations in a client setting; Manage time and set priorities for tasks; Be comfortable working in a fast-paced and self-managed environment; Practice effective self‐management. Travel worldwide on short notice over 50% of the year with a potential duration of up to 12 weeks at a customer site.
SKILLS: Demonstrated strong documentation skills; Demonstrated excellent communication skills and ability to manage activities to committed deadlines
KNOWLEDGE OF: Windows, XP, Vista and general desktop support issues, knowledge of software such as Lotus Notes, MS Word, Excel, PowerPoint, Visio, Project required; DNS, TCP/IP and other networking concepts; Statistics and experience with statistical tools (such as Minitab or JMP) desired; Knowledge of hardware, software and process as it relates to semiconductor processing equipment.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The duties of this job normally require full physical capabilities with a reasonable level of physical fitness. Requires exposure to a typical manufacturing area where frequent standing, sitting, stooping and squatting can be expected along with frequent lifting and/or moving of tooling, parts, containers and materials up to100 pounds. Employee must handle and clean contaminated components and materials; Handle gas bottles and toxic solid; Work in enclosed spaces; Work in cleanroom environment requiring the use of full-face cleanroom garments; Wear respirators while working or maintaining high vacuum chambers. Must be able to pass physical evaluations, including a respirator fitness test, as needed. Specific vision abilities required may include close vision, distance vision, peripheral and depth perception and ability to focus. Position also requires ability to sit for extended periods of time while performing desk-related activities.
Required Skills Required Experience