Technical Support Engineer

Nova Ltd.; Fremont (CA); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

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Job summary

Nova Ltd. is seeking a Technical Support Engineer to deliver field engineering and customer support across diverse technologies. You will diagnose, repair, install, modify and upgrade systems while delivering training to field personnel and customers.

Role requires experience in managing escalations, coordinating with factory and customers, and collecting performance data for reliability and quality metrics. Global travel expected.

Qualifications

• Experience interfacing with multifunctional teams to ensure service success.
• Strong problem solving, analytics and diagnostics in field service.
• Excellent written and verbal communication skills across stakeholders.
• Deep knowledge of semiconductor service requirements and processes.
• Proven ability to manage projects and timelines in field service.
• Strong customer relations skills and service mindset.
• Experience in training development and delivery for field staff.
• New product introduction (NPI) service leadership experience.

Responsibilities

• Provide field engineering and customer support including problem solving, repair and installation of systems.
• Manage escalations and critical customer situations effectively.
• Act as primary contact between factory, field teams and customers for data collection.
• Coordinate service activities to maximize tool uptime and performance.
• Analyze daily/weekly/monthly data and report quality metrics to HQ and field.
• Collaborate with field support, engineering and operations on feedback for reliability and install improvements.
• Report design, reliability and maintenance issues to engineering.
• Create, edit and review technical field and training materials.
• Support beta programs at customer sites and HQ; contribute to training programs and on-the-job mentoring.

Skills

Multifunctional teamwork

Problem solving

Analytical thinking

Written and oral communication

Semiconductor service knowledge

Project and time management

Customer relations

Training development

NPI service leadership

Education

Bachelor’s degree or equivalent

Job description

Technical support engineers must understand and demonstrate knowledge of varied technologies and across multiple disciplines - ion optics, mass spectrometry, x-ray photoelectron spectroscopy, secondary ion mass spectrometry, ion optics, high voltage and low voltage electronics, mechanical systems, high vacuum systems, power systems, and various software operating systems and applications. Technical support engineers need to be experienced and demonstrate capability in project management, escalation management, and management of new product introduction (NPI) programs from a service perspective.

These individuals must have experience in technical training development and delivery including the development of service support documentation, processes and procedures. Engineers must demonstrate the ability to interface with multifunctional groups to ensure the successful support, installation, qualification, maintenance and repair of Nova products at factory locations or at customer sites in a manner that meets both customer and Nova expectations.

Pay Range: $ 120,000 - $135,000 Annually (DOE)

• Nova provides insights into process control in the world’s most technologically advanced industry. We employ physics, mathematics, algorithms, software and hardware expertise to redefine the limits of what is possible in semiconductor manufacturing.
• We invite you to join our dreamers and winners and brilliant high- aimers who see impossible as the starting point to exciting challenges, and work together in multidisciplinary global teams to find answers.
• We dive deep to extract unique insights and provide our customers and partners with crucial decision-making data. Each and every one of us helps redefine what people can achieve through technology.

Role Responsibilities:

Provide field engineer and customer support, including technical problem solving, diagnosis, repair, installation, modification and upgrade of systems as well as customer training.

Demonstrate ability to manage escalations and critical customer situations successfully.

Act as primary contact between factory, field team, and customers for collection and analysis of system performance data, collection of system reliability data, as well as system tracking and customer satisfaction.

Coordinate all service activities with field teams and customers to maximize system tool up time and performance.

Collect, prepare and formally communicate with the field, customers and headquarters, daily, weekly, monthly and other routine customer and factory required data analysis and quality metrics reporting.

Work closely with field support, engineering and operations to provide feedback on serviceability, reliability, ease of installation, upgrades and other customer / tool related quality metrics and issues.

Report design, reliability and/or maintenance issues to engineering.

Create, edit and review technical field and training materials and documentation.

Support beta programs at customer sites and at headquarters

Demonstrate ability to develop technical training programs and classes, as well as experience in delivery of training to field personal and customers including the successful mentoring and on-the-job training of new personnel.

Requirements:

Skills:

• Ability to work effectively in a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing and Sales.
• Excellent problem-solving skills
• Strong analytical, data analysis and diagnostics ability.
• Excellent written and oral communications
• Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.
• Strong project and time management skills
• Excellent customer relations and communications skill.
• Training development and delivery experience
• New product introduction management experience

Physical Requirements:

• This position requires manual and physical labor
• Must be able to bend, crawl and work in and around systems and within semiconductor manufacturing facilities.
• Must be able to lift, carry and move job related items.

Travel:

• This position requires global travel as needed; estimated travel time is at least 30% of the year

Education/Training:

• Bachelor’s degree or equivalent

Experience:

• Minimum of one year of experience in a semiconductor manufacturing Service or technical support role or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization, is required.
• Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.

Get to know us better:

Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing.

With a team of ~1200 people in three R&D centers and 27 field offices, we bring insights into the world’s most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world.

Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by providing unique, differentiated solutions.

Our outstanding people-focused and innovative culture means every person at Nova has the power to make an impact and significantly redefine what people can achieve through technology.

Join us if you are

A dreamer and brilliant high aimer who sees the impossible as the starting point and loves working in a multidisciplinary global team to create innovative breakthroughs.

If you need assistance due to a disability, you may contact us at [e-mail]