30+ days ago - req24012

Customer Support Engineer _Cymer

Customer support

Other technical job categories

In a nutshell

Location

Beijing, China

Team

Customer support

Experience

3-7 years

Degree

Bachelor

Job Category

Other technical job categories

Introduction

SUMMARY
Provides onsite field service support through the performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems.Troubleshoots either to resolve issues directly or through referring advanced issues to technical support resources.Acts as a customer service advocate, instructing customers in the operation and maintenance of the system.

Radford:Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.


DUTIES AND RESPONSIBILITIES
Analyzes, diagnoses, andtroubleshoots Cymer equipment problems via telephone or at customer site.
Performs installation, repair,retrofits, upgrades and preventive maintenance on Cymer equipmentinstalled at customer sites.
Regularly provides assistance,guidance, leadership, and technical assistance to junior or lessexperienced field service engineers; may serve as site leader forcustomer.
Maintains and manages an assignedinstallation equipment base.Thisincludes providing primary support, forecasting, conducting customersupport meetings, and ensuring regular communication with the customer.
Assists customers in the receipt,installation, and testing of company equipment.
Conducts equipmenttroubleshooting, analysis, and debugging in support of installation oroperating activities.
Provides service education tocustomer’s service and operations staff.
Ensures that parts are availableand as specified for service requirements.
Maintains appropriate tools areon hand and as required.
Travels as required for thepurposes of performing service activities at customer sites or backfillingfor other Cymer Field Service Engineers.
Completes service, expensereports, and other administrative responsibilities in accordance withCymer’s procedures and with supervisor’s approval.
Uses company technicaldocumentation and provides feedback for improvement.
Performs other duties as assigned.


SUPERVISORY RESPONSIBILITIES
None assigned at this time.


LEVELING SUMMARY
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This level is the fully qualified position. May assist more junior staff members with aspects of their job.


JOB COMPLEXITY
Works on moderately complex problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.


INDEPENDENCE
Goals generally communicated in project "objectives" terms. Work is independent and collaborative in nature.Provides regular updates to manager on project/account status.


QUALIFICATIONS
Excellent written and verbal communicationsskills.
Ability to analyze data and report problems, tocomplete accurate, comprehensive service reports, and to communicatetechnical issues to other technical staff.
Ability to collect, translate, and analyze dataand take action based on effectively report problems though written and/orgraphical representation of data (detailed Post-Mortem ChronologicalAbstracts, trending analysis, failure statistics, etc.).
Strongcustomer service skills, with a solid foundation in and an understandingof the importance of relationship building.
Advancedlevel of technical knowledge of electronics.
Abilityto facilitate resolution of technical challenges.
Abilityto apply advanced knowledge of installation, maintenance/repair, andtroubleshooting at both the module and system level.
Abilityto read and analyze opto-mechanical and electronic schematics.
Must be able to successfully meet customer site access requirements such as:background checks, safety training, and cleanroom access (gowning and breathing apparatus).
For regions - oral and written English language skills highly recommended.


SKILLS/EXPERIENCE
Strong competence with the various tools, procedures, programming languages used to accomplish the job. Minimum of five (5) years of experience is required.
Minimum of three(3) years experience in optics, laser, and/or semiconductor manufacturingequipment experience is preferred.
Laser and vacuumexperience preferred.
Has performedmultiple on-site installations and performed as lead on a Beta productrelease.
Requires experienceusing the following software packages: Excel, Word, PowerPoint, LabView,Internet Protocol, and Computer Networking.


PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, theemployee routinely is required to sit; walk; talk and hear; use hands tokeyboard, finger, handle, and feel; stoop, kneel, crouch, twist, crawl,reach, and stretch.
Must be able to apply hand manipulation for handcontrols, and perform grasping and wrist/forearm rotation.
The employeemay occasionally lift and/or move up to 50 pounds.
May requiretravel dependent on business needs.
May be requiredto climb or balance.
Must be able touse breathing apparatus.
Schedule may vary considerably toinclude evenings and weekends as well as long hours based on businessneeds.
May be assigned a compressed or alternate workschedule to meet customer needs.
May be assigned an “on call” type work scheduleand may be required to respond to customers with little or no advancenotice.
The environment generally is moderate intemperature and noise level.
Occasionally may be exposed to loud noise burstsand may be exposed to toxic gases (fluorine).
Must be able to work in small, confinedspaces.


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