Technical Support Engineer (Software)
Company: EV Group, Inc.
Location: Portland
Posted on: May 9, 2024
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Job Description:
Job Title : Technical Support Engineer (Software) Reports to:
Director of Customer Support - North America Classification:
Non-Exempt Summary: The Technical Support Engineer will be
responsible for coordinating technical, commercial, training and
logistic support between customers, field service engineers and
management. The Technical Support Engineer will coordinate stated
activities with HQ technical support, Customer Support, R&D
product management, QA, manufacturing and Sales. The position will
also function as onsite support during an equipment escalation, if
required, within the North American geographic region. Essential
Duties and Responsibilities: To perform this job successfully, the
individual must be able to perform each of the primary duties
satisfactorily. The requirements listed below are representative of
the knowledge, skill and/or ability required. Planning and
execution of assigned software specific tasks. Execute independent
testing and qualification of EVG equipment software. Prepare,
report and communicate software specific topics to customer (risk
analysis, change documentation, function test protocols).
Responsible for organizing, tracking and filing all software
revisions (for all relevant equipment types) for North America as
required by HQ. Participate and/or lead failure analysis with HQ
R&D departments. Provide support to regional technical support
team in all software specific matters, including log-file analysis
and information acquisition. Maintenance of all software products
on customer equipment (patches, backups, version updates). Perform
data and performance analysis of the installed base at key
customers. Support the technical support hotline during normal
working hours. Ensure technical support issue tracking system is
fully adhered to. Researches internal and external equipment
configuration inquiries. Develops, recommends and/or implements
field and customer on-the-job training requirements. Coordinates
customer and affiliate meetings, teleconferences, visits and
support logistics. Develops strategies with customers and onsite
engineers for collection and reporting of equipment performance
data and generation of reliability reports. Visits customers and
affiliates to review customer issues and provides required
technical support and recommendations. Additional Duties and
Responsibilities: Initiates quotation for training, parts,
retrofits and upgrades. Maintains and performs repairs on company
demo cleanroom equipment. Develops and implements plans to increase
productivity through tracking equipment performance and plan uptime
improvement. Keeps informed and trained on the company's most
current systems, methods and procedures. Prepares troubleshooting
and repair guides for Best Known Methods. Mentors and provides
technical assistance and training to less experienced personnel.
Exhibits good housekeeping practices in all work areas.
Qualifications / Education / Skills and Experience This position
requires an Associate's Degree or Bachelor's Degree in a related
engineering field or up to three (3) years of experience
installing/repairing semiconductor/electronic production equipment.
At least two (2) years of experience with an EVG tool platform,
preferred. Strong technical knowledge of electronics at a level 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 be able to interface with Field
Service Engineers and customers under stressful conditions while
maintaining a professional demeanor, respect and courtesy at all
times. Ability to communicate and demonstrate professional conduct
with all levels of Management and personnel. Strong organizational
skills. Complete understanding of international logistics ad
project schedule/management. Must possess skills that can assist
with cross-functional team building. Must have strong negotiation
skills and understanding of other cultures. Must have strong PC
skills including Word, Excel, PowerPoint and Windows (knowledge of
SAP, Canbus and Motion controllers preferred). Must be able to work
extended hours and/or flexible shifts, as required. Must be able to
travel domestically and internationally overnight, as needed, up to
30% of the time. Must possess a valid passport. Physical Demands:
While performing duties of this job, individual is regularly
required to stand, sit, reach with hand and arms, stoop, kneel,
crouch, crawl and lift/move up to 50 pounds. Visual acuity
required. Individual is required to use hands to finger, handle or
feel objects, tools, or controls frequently and be able to reach
with hand and arms above shoulder level occasionally. Ability to
wear proper cleanroom attire and work inside the fab/cleanroom up
to 30% of the time. This job description in no way states or
implies that these are the only duties to be performed by the
employee in this position. Employee will be required to follow any
other job-related instructions and to perform any other job-related
duties requested by any person authorized to give instructions or
assignments. A review of this position has excluded the marginal
functions of the position that are incidental to the performance of
fundamental job duties. All duties and responsibilities are
essential job functions and requirements and are subject to
possible modification to reasonably accommodate individuals with
disabilities. To perform this job successfully, the incumbents will
possess the skills, aptitudes and abilities to perform each duty
proficiently. Some requirements may exclude individuals who pose a
direct threat or significant risk to the health or safety of
themselves or others. The requirements listed in this document are
the minimum levels of knowledge, skills or abilities.
PId0edb945096d-26276-34345581
Keywords: EV Group, Inc., Hillsboro , Technical Support Engineer (Software), IT / Software / Systems , Portland, Oregon
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