Technical Support Engineer (m/f/x) - Arizona

Ev Group - Tempe, AZ

Full-time - Mid Level

Tempe, AZ

Merchant Wholesalers, Durable Goods

About the position

The Technical Support Engineer will play a crucial role in ensuring seamless coordination of technical, commercial, training, and logistic support between customers, field service engineers, and management. This position is pivotal in liaising with various departments including HQ technical support, Customer Support, R&D product management, QA, manufacturing, and Sales. The Technical Support Engineer will also provide onsite support during equipment escalations within the North American region when necessary. In this role, the individual will be responsible for planning and executing software-specific tasks, conducting independent testing and qualification of EVG equipment software, and preparing comprehensive reports on software-related topics such as risk analysis and change documentation. The engineer will also be tasked with organizing and tracking software revisions for all relevant equipment types in North America, participating in failure analysis with HQ R&D departments, and providing support to the regional technical support team in software-related matters. Additionally, the Technical Support Engineer will maintain all software products on customer equipment, perform data and performance analysis, and support the technical hotline during working hours. The role requires developing training requirements for customers and affiliates, coordinating meetings and support logistics, and generating reliability reports based on equipment performance data. The engineer will also initiate quotations for training and parts, maintain demo cleanroom equipment, and mentor less experienced personnel. This position demands a proactive approach to troubleshooting and repair, as well as a commitment to maintaining high standards of professionalism and customer service.

Responsibilities

• Coordinate technical, commercial, training, and logistic support between customers, field service engineers, and management.
• Plan and execute assigned software specific tasks.
• Execute independent testing and qualification of EVG equipment software.
• Prepare, report, and communicate software specific topics to customers, including risk analysis and change documentation.
• Organize, track, and file all software revisions for relevant equipment types in North America as required by HQ.
• Participate and/or lead failure analysis with HQ R&D departments.
• Provide support to the regional technical support team in software specific matters, including log-file analysis.
• Maintain all software products on customer equipment, including patches, backups, and version updates.
• Perform data and performance analysis of the installed base at key customers.
• Support the technical support hotline during normal working hours and ensure adherence to the technical support issue tracking system.
• Research internal and external equipment configuration inquiries.
• Develop, recommend, and implement field and customer on-the-job training requirements.
• Coordinate customer and affiliate meetings, teleconferences, visits, and support logistics.
• Develop strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports.
• Visit customers and affiliates to review customer issues and provide required technical support and recommendations.
• Initiate quotations for training, parts, retrofits, and upgrades.
• Maintain and perform repairs on company demo cleanroom equipment.
• Develop and implement plans to increase productivity through tracking equipment performance and planning uptime improvement.
• Keep informed and trained on the company's most current systems, methods, and procedures.
• Prepare troubleshooting and repair guides for Best Known Methods.
• Mentor and provide technical assistance and training to less experienced personnel.

Requirements

• Associate's Degree or Bachelor's Degree in a related engineering field or up to three years of experience installing/repairing semiconductor/electronic production equipment.
• At least two years of experience with an EVG tool platform, preferred.
• Strong technical knowledge of electronics to troubleshoot from schematics and understand functions of standard electronic components.
• Advanced electromechanical troubleshooting skills.
• Knowledge of statistical process control.
• Familiarity with common tools and understanding of vacuum systems, motors, encoders, hydraulics, pneumatics, and robotics.
• Knowledge of quality improvement process methods and terminology.
• Ability to identify and solve advanced process-related system problems.
• Strong customer support and interpersonal skills to interface with Field Service Engineers and customers under stressful conditions.
• Ability to communicate and demonstrate professional conduct with all levels of Management and personnel.
• Strong organizational skills.
• Complete understanding of international logistics and project schedule/management.
• Skills that assist with cross-functional team building.
• Strong negotiation skills and understanding of other cultures.
• Strong PC skills including Word, Excel, PowerPoint, and Windows; knowledge of SAP, Canbus, and Motion controllers preferred.
• Ability to work extended hours and/or flexible shifts as required.
• Ability to travel domestically and internationally overnight, as needed, up to 30% of the time.

Nice-to-haves

• Experience with semiconductor manufacturing processes.
• Familiarity with cleanroom protocols and procedures.
• Experience in customer training and support roles.

Benefits

• Health insurance coverage.
• 401k retirement savings plan.
• Paid holidays and vacation time.
• Professional development opportunities.
• Flexible scheduling options.