Technical Support Engineer II-III (33301)

POSITION SUMMARY

Reporting to the Director of OEM Operations and stationed at key customer site in Tualatin Oregon, responsible to support new sales opportunities and will meet face to face with customer in obtaining understanding of application details and desired technical outcomes for sub-fab projects. Responsible to specify ETI product solution, assign part numbers and liaison to sales to ensure properly configured hardware solution is quoted and explained to customer. Responsible to meet with EC to discuss application details and understand product functionality. Responsible for providing technical support to Site Services Team field engineers & technicians diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software.

This position also has significant responsibilities to work with LAM Tool engineers on a weekly basis to understand Direct tool heater application details and design challenges. Accountable to building strong relationships with the tool design engineering community within LAM for all thin films products. High cadence interactions with tool design engineers to enable opportunity pipeline that is aligned to business growth objectives is a must. In depth knowledge of Briskheat products and design capabilities are essential for this role. Attendance at bi-weekly (twice per week) spin reviews is required. Acting as on site liaison to Briskheat this individual has responsibility to ensure that ETI have opportunity to quote all new tool design requirements.

All customer technical support functions will be the responsibility of this individual for all LAM Sites including North America, Asia Pac. and India. Working hours will need to account for TEAMS meetings in non-North American Regions. Monthly Reporting requirements will include details on technical escalations and new install opportunities for sub-fab opportunities as well as accounting of meetings held with tool engineers for Direct Tool applications. Requirements will also include keeping a running log of DT opportunities with details on project status, timelines and technical challenges.

ESSENTIAL FUNCTIONS

• Report to work daily at the LAM Tualatin Site location (except when traveling) or otherwise out of office.
• Meet face to face with customer to provide recommendations for product selection, set up, operation, and maintenance.
• Specify product solution, assign PN's using ETI Doc Control function and ensure sales quotes properly configured solution with assigned PN.
• Work on problems of a routine to moderate scope where analysis of situations or data requires a review of identifiable factors.
• Provide technical support to field engineers, technicians, and product support who are diagnosing, troubleshooting, repairing, and debugging complex electro/mechanical equipment, computer systems, and/or complex software.
• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Report design, reliability, and maintenance problems or bugs to design engineering/software engineering.
• Provide detailed monthly reports on both sub-fab and direct tool business activities for the month and plans for the future month. Reporting format to be provided as a requirement of this position.
• Provide training, guidance, or technical assistance to customer, end users, or internal teams.
• Proper planning to ensure scheduled downtime commitments are meet, both results and return time. Unscheduled preparation for timely and effective repairs by first-lines support.
• Maintain clean and safe working environment compliant with EBARA safety policies.
• Comply with EBARA's safety policies, including participation in and completion of all required safety training.
• Perform other duties as assigned.

POSITION QUALIFICATIONS

Competency Statement(s)

• The ability to lift 35 lbs. unassisted from the floor to waist level.
• The ability to perform the identified essential functions of the classification, including the operation of any machinery and/or equipment that is associated with performing the essential functions.
• The ability to perform the essential functions of the position in a cross cultural, demanding and dynamic environment.
• The ability to perform the essential functions of the position without posing a direct threat of harm to him/herself, others or property.
• The ability to adhere to EBARA personnel policies and practices, including the attendance and punctuality requirements.
• The ability to work well under pressure, meet multiple and sometimes competing deadlines, and at all times demonstrate cooperative behavior with colleagues and supervisors.

Education

• Bachelor's degree in Science or Engineering discipline, or equivalent experience.

Experience

• Six (6) - Ten (10)+ years of work related experience, preferably in semiconductor or related industry.
• Working knowledge of mechanical skills. Working knowledge of principles of semiconductor and/or vacuum technology.
• Strong Customer Relations skills.

SKILLS & ABILITIES

• Working knowledge of MS Office products including Excel, Word, Outlook, and PowerPoint.
• Speaking in front of groups. Strong time management skills. Self-starter.
• Demonstrated leadership and program management skills.
• Strong relationship building skills with ability to collaborate and work effectively with internal colleagues and customers.
• Demonstrated teamwork and organizational skills.
• Demonstrated excellent written and oral communication skills.
• Provide verification of good driving record if servicing customers offsite.