Technical Support Specialist II

Work Schedule

Standard (Mon-Fri)

Office

Within the Materials and Structural Analysis Division (MSD), we enable customers to find meaningful answers to questions that accelerate breakthrough discoveries and ultimately change the world. The Semiconductor business unit crafts, manufactures, and supports a broad range of high-performance microscopy workflows on wafers and single chips that provide images and answers in the micro-, nano-, and picometer scales. We combine hardware and software expertise in electron and ion microscopy with deep application knowledge in electronics markets and our worldwide Electron Microscopy employees are dedicated to our customers' pursuit of discovery and resolution to global challenges.

The Technical Support Specialist II is responsible for supporting the installation, uptime and repair of sophisticated equipment and systems. This includes working with NPD (New Product Development), Applications and OE (Operations Engineering) on new and existing product developments, development of sophisticated troubleshooting methods and leading product and process improvements.

• Partner closely with the field service team to quickly diagnose and repair assigned product lines.
• Partner with Marketing, NPD, Applications and OE in developing technology roadmaps, to bring in the service related requirements and to sustain support through the life of the system.
  • Influence and drive mean time to repair (MTTR) and mean to between failure (MTBF) by examining equipment downtime and failures to improve overall performance
  • Diagnosis, define and build work instruction for field service engineers on: service tools, repair and installation, spares parts (including consumables), all diagnostic and test procedures required for support of systems
• Provide feedback to product quality teams, analyze and initiate improvement projects on systems and subsystems as required.
• Gives primary input or develops sophisticated troubleshooting documentation. Validates service sophisticated troubleshooting documentation and software.

• Educational requirement is a high school diploma or equivalent military training;
  Bachelor’s degree in Applied Physics, Electronics, or Electro-Mechanics preferred

• Requires 2+ years’ experience with service and/or manufacturing in high-tech industry or laboratory.
• Comfortable in working with analytical equipment.
• All-around technical knowledge and practical skills Multidisciplinary trouble shooting skills.
• Experience with analytical equipment (electronics, software, physics, mechanics) such as Electron Microscopes, Wafer Steppers, Medical Equipment (e.g. MRI-scan), pharmaceutical equipment or related semiconductor equipment.
• Preferably experience with LDB.

• Strong technical writing skills.
• Working with demanding customers and understands the importance of customer relations.
• Self-starter who is also highly productive when not supervised.
• Project leader skills.
• Traveling (20% - 40% of working time).
• Must have a business proficiency in English (verbal and written)
• Other language skills are an asset.

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