Eng Product Support Snr

Senior Product Support Engineer

Our team is expanding and we are currently hiring a Senior Product Support Engineer for our Beverly, MA corporate office. This person will provide high‑level technical support to field service by phone, e‑mail, or travel to customer sites by performing the duties listed below.

• Provide system‑level electro/mechanical expertise to field service personnel and customers for troubleshooting design or field‑based critical equipment problems and providing on‑site support for new product installs, machine downtime, upgrades and retro‑fits. Communicate by phone, email and travel.
• Initiate continuous improvement programs or resolution of acute customer issues. Perform root cause analysis using industry standard Six Sigma processes such as 8D, DOE, and FEMA.
• Manage cross‑functional teams and large projects with limited oversight. Report status and updates to management as required.
• Enhance field and customer relationships. Visit customer sites on a periodic basis to better understand equipment/preventative maintenance issues. Share data and best‑known practices, and establish Fab SPC baselines.
• Prepare presentations at the engineering level to support system upgrades, support plans, technical demonstrations.
• Provide a contact point within the factory for FSE(s), account teams, and/or customers to call upon.
• Use the available equipment diagnostic tools and data, identify equipment issues using the application resources available. Performance Dose Data, Wafer Map diagnostic; beam profile collection and interpretation; ashrate and non‑uniformity; particle data; etc.
• Provide factory support for engineering projects and reliability marathons; support manufacturing to help resolve customer‑reported issues.
• Manage and document escalations through Insight. Follow up with the appropriate functional group to ensure timely closure on open technical issues whether hardware, software, after‑market, etc.
• Produce troubleshooting matrices that enable field service engineers to follow a systematic approach to localizing and resolving a common problem.
• Work with field service and our reliability‑engineering group, provide customer data (MTBF, MTTR) for factory continuous improvement, quality assurance, warranty reduction, and other factory programs.
• Mentor field service and support engineers in operation and troubleshooting of complicated system‑level electronic and mechanical problems.
• Manage internal product support resources at a site or internally to address customer and tool issues reported.
• Provide coaching and leadership to those engineers who require further mentoring in specific areas (preventative maintenance practices and schedules, particle reduction, source life end station set‑up, software troubleshooting, beam and recipe optimization, basic application skills).
• Develop and assist Junior PSE’s with Product Support Bulletins and best known practices to notify the field of problems and temporary work‑arounds.
• Document troubleshooting and problem resolution steps as solutions for the knowledgebase.
• Write technical bulletins, procedures, and best methods documents using first‑hand knowledge and techniques and theory gathered from peers (support, service, and design engineers).
• Provide assistance and hands‑on training toward the development of Field Service and Product Support Engineers.
• Participate in providing training to customers as required.

• Bachelor’s degree in Engineering, MS Engineering/Project Management/Business/Marketing or equivalent and fifteen years of experience with track record of site and project management success; or equivalent combination of education and experience.
• Must have a valid passport and not be limited to travel to any international location.
• Must have the ability to carry a pager, pass respiratory and fitness tests.
• Must occasionally work off shifts and/or weekends to provide escalation support.
• PMP Certification or PM experience.
• Six Sigma Black Belt Certification required.
• Software requirements:
  Should have experience with Windows, XP, Vista and general desktop support issues, knowledge of software such as Lotus Notes, MS Word, Excel,…