Technical Product Support

4 weeks ago

Shanghai, China Applied Materials Full time

Technical Support Engineer (TSE) – Job Description

Principle Responsibilities: % of time:

Provide technical assistance to CE’s: 65%

Evaluate data, identify top technical issues, Part Validation Process: 20%

Review and update documentation, knowledge dB, BKM’s: 10%

Review and provide input on technical training: 5%

Fly and fix, onsite technical training: As Required (20%)

Description

The Technical Support Engineer (TSE) role requires specialized depth and/or breadth of expertise on semi-conductor equipment. Responsible for providing assistance to Customer Engineers in diagnosing, troubleshooting, and debugging complex technical issues remotely and onsite when needed. Interprets internal or external business issues and recommends best practices. Solves complex problems; takes a broad perspective to identify innovative solutions. Works independently, with guidance in only the most complex situations. May lead functional teams or projects. Acts as a resource for colleagues with less experience. Must be able to clearly document troubleshooting processes, technical findings and to standardize solutions into BKM’s.

To be successful in this role the candidate will need to be able to use strong interpersonal skills to build a network of individuals from various groups within the company (Technical Product Support, Design Engineering, Software, Spares, and Process Engineers) who can assist with successful delivery of solutions. The TSE will also have to use independent discretion and judgment to determine what issues should be supported at their level, and what issues need to be escalated for additional support. Employee must be available and willing to provide onsite support and travel as needed.

Education Requirements:

  • Bachelor's Degree with at least 5 Years of hands-on Experience on PDC PROVision products

  • OR -

  • Master’s Level Degree with at least 3 years of experience

Training, Skills, Knowledge, and/or Experience:

  • PDC PROVision product specific knowledge; ability to troubleshoot remotely, evaluate and fix escalations from Customer Engineers (CEs), by using available tools. Develop appropriate plan to fix highly complex customer problems, along with a backup plan if needed.

  • Acts as a resource for colleagues with less experience

  • Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

  • Explains difficult or sensitive information; works to build consensus

  • Interprets internal/external business challenges and recommends best practices to improve products, processes or services

  • May lead functional teams or projects with moderate resource requirements, risk, and/or complexity

  • Communicates difficult concepts and negotiates with others to adopt a different point of view

  • Generation of documentation such as TLLs (Technical Lesson Learned) and BKMs (Best Known Methods)

  • Creates and reviews documentation covering technical improvements, system upgrades, and support plans

  • Presents at customer level; creates presentations at the engineering level for delivery to customers on system upgrades, support plans, technical demonstrations (new part introductions)

  • Enhances local team product technical knowledge by frequent knowledge transfer and ensures field implementation

  • Has knowledge of best practices and how own area, integrates with others; is aware of the competition and the factors that differentiate them in the market

  • Use/Proficiency of Excel, PPT to communicate issues/data

  • Use/Proficiency of internal systems (SAP, VSPI, ARK, SharePoint) to mine and analyze data

Qualifications:

  • CE 4, CE 5 with 5+ years of experience on PROVision systems

  • Proficient in English language both written and verbal

  • Ability to handle multiple escalations simultaneously

  • Ability to develop and communicate effective plans of action to resolve complex technical issues

  • Ability to prioritize onsite requests and escalate when necessary

Qualifications

Education:

Bachelor's Degree

Skills:

Certifications:

Languages:

Years of Experience:

4 - 7 Years

Work Experience:

Additional Information

Time Type:

Full time

Employee Type:

Assignee / Regular

Travel:

Yes, 25% of the Time

Relocation Eligible:

Yes

Applied Materials is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

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