Eng Product Support Snr

Senior Product Support Engineer — Beverly, MA

For more than four decades, Axcelis Technologies has been at the forefront of innovation in semiconductor manufacturing technology. Chip makers around the globe rely on our tools and process expertise to deliver the semiconductors that power modern life from smartphones and computers to cameras and cars. We have become a technology leader by providing the innovation necessary for business to thrive, quality of life to advance, and the environment to flourish—enabling a truly sustainable future.

We are 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 site 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 down, 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 periodically 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 to identify equipment issues using the application resources available: performance dose data, wafer map diagnostic; beam profile collection and interpretation; ash rate 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 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 PSEs with product support bulletins and best known practices to notify the field of problems and temporary workarounds.
• Document troubleshooting and problem resolution steps as solutions for the knowledge base.
• Write technical bulletins, procedures, and best methods documents using first‑hand knowledge and techniques and theory gathered from peers.
• 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 be able to travel internationally.
• Must…