Product Support Europe

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Product Support Europe
Tracking Code
8489
Job Description

Job Title:

Product Support Engineer III

HRIS Job Title:

Eng-Product Support III

FLSA Status:

Exempt

Job Code:

43117

Band:

P3

Summary

Provide high level technical support to field service by phone, e-mail or travel to customer site by performing the following duties:

Essential Duties and Responsibilities

include the following. Other duties may be assigned.

• Provide system-level electro/mechanical expertise to field service personnel and customers for troubleshooting field-based critical equipment problems. Communicate by phone, email and travel.
• Resolution of acute customer issues. Perform root cause analysis using industry standard Six Sigma processes such as 8D, DOE, and FEMA. 16.
• Provide for a contact point within the factory for FSE(s)
• Use the available equipment diagnostic tools and data, identify equipment issues using the application resources available. Performance Dose Dat. Wafer Map diagnostic; beam profile collection and interpretation; non-uniformity; particle data; etc.
• 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.
• Mentor field service and support engineers in operation and troubleshooting of complicated system level electronic and mechanical problems.
• Provide assistance and hands-on training toward the development of Field Service Engineers
• In addition to demonstrating

the employee will be subject to all Axcelis employee policies and to both quantitative and qualitative assessments of performance.
Required Skills

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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)
• Analytical: Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data
• Ability to: Read, write, comprehend and speak English sufficiently well to perform job functions; Work as part of a team to get resolution to client issues; Communicate effectively with both internal and external customers; Present a professional image to the customer; Perform presentations in a client setting; Manage time and set priorities for tasks; Be comfortable working in a fast-paced and self-managed environment; Practice effective self‐management. Travel worldwide on short notice over 60% of the year with a potential duration of up to 12 weeks at a customer site.--> FSE
• Skills: Demonstrated strong documentation skills; Demonstrated excellent communication and ability to manage activities to committed deadlines

Required Experience

• Bachelor or Master in 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.
• Have a valid passport and not be limited to travel to any international location
• Able to carry a pager, pass respirator and fitness tests.
• Occasionally work off shifts and or weekends to provide escalation support.
• PMP Certification or PM experience
• Six Sigma Black Belt Certification

Job Location
Dresden, Germany
Position Type
Full-Time/Regular

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