Technical Support Engineer

About the position

Nova is looking for a Technical Support Engineer who is a highly technical, motivated individual to support our growth in the semiconductor. The technical support engineer is someone who lead a small team of highly motivated engineers to develop high-value, innovative materials metrology applications in semiconductor manufacturing. He/She will apply scientific methodologies and robust statistical techniques to optimize applications for the high-volume manufacturing (HVM) fab environment: and provide region support for new product introduction and evaluation activities (beta, head-to-head).

Responsibilities

• Provide field engineer and customer support, including technical problem solving, diagnosis, repair, installation, modification and upgrade of systems as well as customer training.
• Demonstrate ability to manage escalations and critical customer situations successfully.
• Act as primary contact between factory, field team, and customers for collection and analysis of system performance data, collection of system reliability data, as well as system tracking and customer satisfaction.
• Coordinate all service activities with field teams and customers to maximize system tool up time and performance.
• Collect, prepare and formally communicate with the field, customers and headquarters, daily, weekly, monthly and other routine customer and factory required data analysis and quality metrics reporting.
• Work closely with field support, engineering and operations to provide feedback on serviceability, reliability, ease of installation, upgrades and other customer / tool related quality metrics and issues.
• Report design, reliability and/or maintenance issues to engineering.
• Create, edit and review technical field and training materials and documentation.
• Support beta programs at customer sites and at headquarters.
• Demonstrate ability to develop technical training programs and classes, as well as experience in delivery of training to field personal and customers including the successful mentoring and on-the-job training of new personnel.

Requirements

• Bachelor's degree in Engineering, Physics, Material Science, Chemistry and/or 5 years of relevant experience in the field. Military and/or other technical experiences will be considered.
• Experience in a semiconductor manufacturing technical support role or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization, is required.
• Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.
• Ability to work effectively in a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing and Sales.
• Excellent problem-solving skills.
• Strong analytical, data analysis and diagnostics ability.
• Excellent written and oral communications.
• Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.
• Strong project and time management skills.
• Excellent customer relations and communications skill.
• Excellent escalation management skills.
• Training development and delivery experience.
• New product introduction management experience.
• Must be able to bend, crawl and work in and around systems and within semiconductor manufacturing facilities.
• Must be able to lift, carry and move job related items.
• This position requires global travel as needed; estimated travel time is at least 30% of the year.

Benefits

• Certified Best Places to Work from 'Great Places to Work' in 2022, 2023 & 2024 (Rated by our employees) Top 30 in our industry category.
• Doubled in revenue from 2020 to 2022.
• Customer focus: We value building strong relationships. You'll be the face of Nova, working closely with customers to understand their needs.
• Continuous learning: We're passionate about growth. You'll gain in-depth knowledge of cutting-edge metrology tools, participate in industry trainings, and receive ongoing mentorship from experienced engineers.