Technical Support Engineer IV

Acts as an intermediary between customer and factory. Ensures the implementation of CEN's, BKM's, Safety Notices, and retrofits; and communicates performance/reliability issues. Provides Alpha SiteSupport to Engineering. Specifically related to installation, operation, calibration, service and/or testing of a new hardware, process or software design in house on an engineering tool. Provides Beta Site Support and management. Specifically related to installation, operation, calibration, service and/or testing of a new hardware, process or software design.
 Provides system support for engineering systems in relibility and/or applications lab. Provides engineering relief by working assigned projects in conjunction with vendors, customers and engineering owner.  Act as a mentor to junior level engineers, provides input to management during the review process on junior level engineers. Field Escalation Focal Point: Provides for a contact point within the factory for CE's, account teams, and/or customers to call upon. Resolves customer problems, complaints and issues utilizing appropriate internal and external resources.  Act as crisis manager when necessary. Makes presentations at the engineering and management level to customers on system upgrades, support plans, technical demonstrations. Organizes and implements training seminars for customers and field service engineers on product upgrades, customer problems, concerns and possible solutions (Product Specialist Meetings).
Creates technical publications and reviews documents covering technical improvements.
 Assists field service engineers and customers with on-site training when necessary. Helps training department to define necessary training for field service engineers on system upgrades and new systems components.
Initiates and provides review of ECO's to ensure data supports fix and follow up with comunication to the field. Develops and presents financial analysis on retrofits, warranty costs, etc., Works with spares to help set initial stocking levels. Controls expenses within Applied Materials guidelines. May perform other duties as assigned. Required Knowledge and ExperienceExeptional communication skills. Capability to quickly grasp Applied Materials Technology. Ability to travel 25%- 50% of the time.M.S. level degree9+ years experience, with 3 years in project management/supervisory role

 

Metron is an Equal Opportunity Employer.