Technical Support Engineer II (30928)

POSITION SUMMARY

Under minimal supervision, a hybrid role responsible for providing 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. Responsible for supporting new sales opportunities and will meet face to face with customers in obtaining understanding of application details and desired technical outcomes for sub-fab projects.

ESSENTIAL FUNCTIONS

• Responsible for supporting new sales opportunities and will meet face-to-face with customers in obtaining understanding of application details and desired technical outcomes for sub-fab projects.
• Responsible for specifying ETI product solution, assigning part numbers, and liaison to sales to ensure a properly configured hardware solution is quoted and explained to customers.
• This position also has significant responsibilities to work with customer Tool engineers on a weekly basis to understand Direct tool heater application details and design challenges.
• Accountable for building strong relationships with the tool design engineering community within the customer for all products. High cadence interactions with tool design engineers to enable an opportunity pipeline that is aligned to business growth objectives is a must.
• In-depth knowledge of Briskheat products and design capabilities is 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 the responsibility to ensure that ETI have opportunity to quote all new tool design requirements.
• Report to work daily at the customer Site location (except when traveling) or otherwise out of office. Working hours will need to account for TEAMS meetings in non-North American Regions.
• Weekly attendance is required to attend ETI and EC Technical Support review meetings.
• Meet face-to-face with the customer to provide recommendations for product selection, set up, operation, and maintenance.
• Requirements will also include keeping a running log of DT opportunities with details on project status, timelines, and technical challenges.
• 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.
• Respond to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
• Proper planning to ensure scheduled downtime commitments are met, both results and return time. Unscheduled preparation for timely and effective repairs by first-line support.
• 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.
• Specify product solution, assign PN's using ETI Doc Control function, and ensure sales quotes are properly configured solution with the assigned PN.
• Work on problems of a routine to moderate scope, where analysis of situations or data requires a review of identifiable factors, and be able to create FA reports and explain the results to customers.
• 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 customers, end users, or internal teams.
• Maintain a 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.