• Tech Support Eng I

    Job Locations US-MN-Bloomington
    Posted Date 1 month ago(5/22/2018 11:10 AM)
    Job ID
    2018-1509
    # of Openings
    1
    Category
    Customer Support
  • Overview

    The Technical Support Engineer position provides advanced support directly to field service and our customers in the semiconductor industry and includes the following key activities: escalation management; remote support; on-site support for escalations and product implementation; training; and documenting and providing feedback on CIP opportunities.

    Responsibilities

    • Become a Subject Matter Expert on products across RTEC’s business units, from inspection, metrology and software solutions.
    • Performs a variety of support activities in the technical support function. As a technical liaison, this position is responsible for:
      • Assisting field service engineers and customers with troubleshooting and repair procedures
      • Assessing and responding to situations where standard procedure have failed in isolating or fixing problem equipment
      • Reports design, reliability and maintenance problems to other internal departments.
      • Uses prior experience to resolve nonstandard problems
    • Provide support to various internal functional groups, from Engineering, Quality Assurance, and Manufacturing.
    • Perform on-site diagnosis of issues that will require working closely with field service and customers
    • Train customers and other RTEC employees on products.
    • Coordinate with Customer Service to ensure appropriate support is being provided at various customer sites
    • Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors
    • Troubleshoot and diagnose problems that prevent systems from working as expected.
    • Work with Regional Service Managers, Technical Account Managers and customers to accurately determine and document issues.
    • Provide daily reports internally and directly to our customers while working on-site.
    • Understand the semiconductor process and be able to pro-actively identify RTEC solution opportunities while working on-site with customers, integrating RTEC products into as many new areas within the process as possible.
    • Install, configure and optimize RTEC’s software solutions and other offline analysis tools at customer sites.

    Qualifications

    • Bachelor’s degree in Science/Engineering.
    • Travel is required for this position and can be > 75% both domestically and internationally.
    • Candidate must be able/willing to travel on short notice and for extended periods of time.
    • A good understanding of SW/HW interaction and interfaces.
    • Technical troubleshooting.
    • Quick learner who is able to efficiently gain the expertise needed on products across RTEC’s business units.
    • Requires excellent communication skills (verbal and written).
    • Builds confidence in resolving issues both internally and externally.
    • Requires good organization and planning skills in order to scope and complete projects in a timely manner.
    • Success in this position will depend on the employee’s ability to take initiative, be self-motivated and to work effectively on projects with minimal direct supervision.
    • Machine vision experience, software development and/or computer certifications are a plus.
    • Work experience within the semiconductor industry or related field is preferred but not required.
    • Field experience is desired but not required.

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