Technical Support Engineer (m/f/d) - Arizona

EV Group Europe & Asia/Pacific GmbH; Tempe, Northern (AZ, KY); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Insider Restaurant

Company Kindergarten and Summer Camp

6th vacation week

Job summary

EV Group Europe & Asia/Pacific GmbH in Tempe, AZ seeks a Technical Support Engineer to coordinate technical, commercial, training and logistics support between customers, field service engineers and management. Role includes onsite support during equipment escalations within North America and collaboration with HQ R&D, QA, and Sales.

The candidate will plan software tasks, execute testing, document changes, manage software revisions, and assist with training requirements for customers and

Qualifications

• Requires Associate’s or Bachelor’s in a related engineering field.
• At least 2 years of EVG tool platform experience preferred.
• Strong electronics troubleshooting skills and electromechanical understanding.
• Knowledge of SPC and vacuum systems helpful.
• Able to travel domestically and internationally up to 30%.

Responsibilities

• Plan and execute software tasks for EVG equipment.
• Test and qualify EVG software; report findings.
• Coordinate software revisions and documentation for North America.
• Support regional technical teams with log-files and data analysis.
• Provide training strategies for field and customer staff.
• Coordinate customer meetings and field support logistics.

Skills

EVG tool experience

Electronics troubleshooting

Statistical process control

Customer support

Cross-functional coordination

Communication

Planning

Software knowledge

Education

Associate’s Degree

Bachelor’s Degree in related engineering field

Tools

SAP

Canbus

Motion controllers

MS Office (Word, Excel, PowerPoint)

Job description

Technical Support Engineer (m/f/d) - Arizona

The Technical Support Engineer will be responsible for coordinating technical, commercial, training and logistic support between customers, field service engineers and management. The Technical Support Engineer will coordinate stated activities with HQ technical support, Customer Support, R&D product management, QA, manufacturing and Sales. The position will also function as onsite support during an equipment escalation, if required, within the North American geographic region.

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Planning and execution of assigned software specific tasks.


• Execute independent testing and qualification of EVG equipment software.


• Prepare, report and communicate software specific topics to customer (risk analysis, change documentation, function test protocols).


• Responsible for organizing, tracking and filing all software revisions (for all relevant equipment types) for North America as required by HQ.


• Participate and/or lead failure analysis with HQ R&D departments.


• Provide support to regional technical support team in all software specific matters, including log-file analysis and information acquisition.


• Maintenance of all software products on customer equipment (patches, backups, version updates).


• Perform data and performance analysis of the installed base at key customers. Support the technical support hotline during normal working hours. Ensure technical support issue tracking system is fully adhered to.Researches internal and external equipment configuration inquiries.


• Develops, recommends and/or implements field and customer on-the-job training requirements.


• Coordinates customer and affiliate meetings, teleconferences, visits and support logistics.


• Develops strategies with customers and onsite engineers for collection and reporting of equipment performance data and generation of reliability reports.


• Visits customers and affiliates to review customer issues and provides required technical support and recommendations.

Additional Duties and Responsibilities:

• Initiates quotation for training, parts, retrofits and upgrades.


• Maintains and performs repairs on company demo cleanroom equipment.


• Develops and implements plans to increase productivity through tracking equipment performance and plan uptime improvement.


• Keeps informed and trained on the company’s most current systems, methods and procedures.


• Prepares troubleshooting and repair guides for Best Known Methods.


• Mentors and provides technical assistance and training to less experienced personnel.


• Exhibits good housekeeping practices in all work areas.

Qualifications / Education / Skills and Experience

• This position requires an Associate’s Degree or Bachelor’s Degree in a related engineering field or up to three (3) years of experience installing/repairing semiconductor/electronic production equipment.


• At least two (2) years of experience with an EVG tool platform, preferred.


• Strong technical knowledge of electronics at a level to troubleshoot from schematics and understand functions of standard electronic components.


• Advanced electromechanical troubleshooting skills.


• Knowledge of statistical process control.


• Familiarity with common tools and understanding of vacuum systems, motors, encoders, hydraulics, pneumatics and robotics.


• Knowledge of quality improvement process methods and terminology.


• Ability to identify and solve advanced process-related system problems.


• Strong customer support and interpersonal skills to be able to interface with Field Service Engineers and customers under stressful conditions while maintaining a professional demeanor, respect and courtesy at all times.


• Ability to communicate and demonstrate professional conduct with all levels of Management and personnel.


• Strong organizational skills.


• Complete understanding of international logistics ad project schedule/management.


• Must possess skills that can assist with cross-functional team building.


• Must have strong negotiation skills and understanding of other cultures.


• Must have strong PC skills including Word, Excel, PowerPoint and Windows (knowledge of SAP, Canbus and Motion controllers preferred).


• Must be able to work extended hours and/or flexible shifts, as required.


• Must be able to travel domestically and internationally overnight, as needed, up to 30% of the time. Must possess a valid passport.

Physical Demands:

• While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds. Visual acuity required. Individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally.


• Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 30% of the time.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

EV Group is committed to diversity and equal opportunity for all people.

We insiders at EVG are one thing above all: people. We support old and new INSIDERS wherever we can - because only together do we make high-tech possible.

With flexible working time models and a flexitime model with time off in lieu, we support a good work-life balance.

Insider Restaurant

Insiders can choose between three menus and a salad buffet from the modern cuisine of the in-house restaurant "Innside Gourmet" every day at reasonable prices.

Insiders have access to exclusive benefits: from great discounts at regional partners to attractive offers from over 600 top brand providers.

Company Kindergarten and Summer Camp

Free child care for the children of our INSIDERS from about 1 year old and Summer Camp for school children.

EVG Bonus holiday (6th PTO week)

6th vacation week for insiders - loyalty pays off

Mentoring program and permanent employment contracts

New employees have an easy start thanks to extensive introductory and further training programs and a mentoring program.