Job Title: Customer Support Engineer
Reports to: Manager, Sicera Customer Support
Under the general direction of SICERA Department Management, the Customer Support Engineer performs sophisticated in-house and on-site customer service of semiconductor components to include, but not limited to, the SICERA product line, Persimmon robot equipment and SHI Mechatronics laser annealing tool sets.
Primary duties include (1) oversight and execution of calibration, maintenance, installation, modification, build, and assembly; (2) identification and analysis of problems and planning and executing corrective action based on independent judgment and specialized technical knowledge; and (3) managing customer service and provision of customer support. This position requires the ability to travel (both domestically and internationally) and may require non-traditional business hours (nights, weekends, and some holidays).
Performs basic/routine customer support activities involving the installation, modification, repair, and preventive maintenance of cryogenic or vacuum equipment and systems to ensure proper working order. Works under limited supervision and ensures company and customer quality standards are met. Discretion and independent judgment are required to resolve customer issues. This position works on rotated basis and may be temporarily reassigned to support a specific customer site, region, or Product, based on business needs.
Essential Duties and Responsibilities [Other duties may be assigned.]
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Directs and performs in-house and on-site customer support and customer service for semiconductor components, specifically SICERA pumps, including:
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Oversees and manages response to customer service calls, including analyzing and identifying problems, and planning/executing course of corrective action to resolve issue.
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Oversees and executes calibration, maintenance, installation, modification, build, and assembly of SICERA pumps as required to resolve identified problems in established turnaround times.
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Investigates anomalies through performance of operational tests and fault isolation on semiconductor equipment; recommends and implements solutions and alternative solutions to identified problems.
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Manages and provides customer support and supervision onsite, and via telephone and e-mail.
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Understands and performs the various customer Service Level Agreement (SLA) requirements and elevates or escalate issues when appropriate, and/or according to established procedures.
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Performs service verification and customer satisfaction surveys relating to the situation.
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Creates and maintains SICERA equipment logs and spare parts inventory.
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Attains Equipment Service and Operation Certifications on equipment and systems as defined. Submits reports (including Service and Status Reports), for support activities as required.
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Responsible for accurate and prompt reporting of calls and activity, as well as other reporting as required.
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Responsible for tracking and reporting all expenses incurred in the delivery of services, including telephone, private automobile, airfare, and/or public transportation.
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May be required to work in a Clean Room environment wearing a full clean room suit.
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Responsible for capturing detailed customer asset information and other data required to complete any invoicing or billing activities.
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Manages workload, technical support, appointments, planning (to include travel), customer requirements and administrative duties.
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Provides support to engineers on technical projects and/or products working from schematics, diagrams, written and verbal descriptions, layouts or defined plans to perform testing, checkout and troubleshooting functions.
General Duties
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Represents company in a manner that reflects positively on its image and reputation.
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Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and participating in professional societies.
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Completes safety training, complies with the safety program, and supports ISO requirements.
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Attends informational conference calls and participates in technical review sessions.
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Follows all service guidelines and record service activity in the ERP system.
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Collaborates on team projects working with peers, engineers, and managers to solve problems and improve processes and procedures that enhance program quality, cost and scheduling.
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Works closely with SICERA Sales, Product Support and R&D to improve customer solutions and ensure customer satisfaction.
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Communicates with other Company and customer personnel on-site and at other locations.
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Represents the Company in dealing with the public, SCAI customers, vendors, contractors, regulators, and other non-Company personnel.
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Creates a safety-first culture, consistent with company safety initiatives and policies.
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Prepares reports as necessary and in a timely manner; Performs administrative activities associated with customer operations including service record updates, documentation, and reporting.
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Follows all company policies and expectations and behaves in a manner that promotes the Company's values and positively affects morale.
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Possesses a passion and skill in creating value for customers and champions this internally within SICERA and the overall company.
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Maintains cleanliness and organization in SCAI vehicles and with assigned company tools.'
Qualifications
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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the specialized knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Minimum of a High school diploma/GED is required. AS degree, technical certificate or equivalent or any combination of education and experience that would enable the performance of the full scope of the position is required.
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Minimum of five (5) years hands-on demonstrated work experience managing the testing, repairing and maintaining semiconductor or vacuum equipment is required.
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Previous experience maintaining and/or operating Semiconductor components, such as Pumps, highly preferred.
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Must be proficient in the use of mechanical tools and service test equipment; a strong mechanical and electrical aptitude is required.
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Requires excellent systematic troubleshooting skills utilizing a structured and comprehensive process to determine the root cause of an outage, with the ability to handle problems independently and implement corrective action.
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Must be able to lift up to 50 pounds, climb ladders, scaffoldings, and use Personal Protective Equipment
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Must be able to work in awkward positions and in confined spaces.
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Strong customer service and communication skills. Position requires demonstrated ability to read, write and speak clearly in English and interface effectively with customers and peers.
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Must be able to work both individually and in an established team setting;
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Ability and willingness to travel (sometimes extensively) regionally, domestically and/or internationally with little to no notice to provide service at customer facilities is required.
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Ability to work different shifts as business needs dictate and the willingness to participate in an on-call rotation.
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Ability to work under supervision and use own initiative.
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Excellent time management skills and ability to prioritize work effectively.
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Ability to work under pressure and deadlines.
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Flexibility to work outside normal office hours as business needs dictate with the ability to travel.
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Strong customer service and communication skills.
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Ability to be proactive, flexible, confident, professional, self-motivated and self-directed.
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Ability to maintain confidentiality regarding proprietary company information.
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Excellent problem-solving and project management/planning skills. Understands full scope of issues; sets objectives and meets deadlines.
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Proven ability to influence and maintain positive working relationships.
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Ability to pass a personal background check and/or clearance at time of hire and as required by Customers is required.
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Must be legally authorized to work in the United States without company sponsorship
Supervisory Responsibility
This is a mid-level role with supervisory responsibilities associated with direction of on-site customer support, problem solving, and project management.
Travel
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Position requires limited domestic/international travel.
Physical Demands
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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.
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Position requires ability to sit, stand and walk for extended periods of time; carrying and lifting tool kit/parts of varying weights (1- 50 lbs.); bending/squatting; exposure to enclosed spaces, dust, drafts, and damp areas; ability to operate customer's supplied ladders.
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Manual dexterity and ability to manipulate small objects is required. Normal range of hearing and vision required to operate machinery.