Regional Technical Support Engineer

Mission/Purpose of the Job:
The prime purpose of this role is to provide best in class technical support to customers for semi conductor products to ensure system and product safety, uptime and availability in support for our Customers productivity to improve their satisfaction.

Main Responsibilities:

- Provide a fast and professional technical support service in the diagnosis and resolution of product non conformities both in terms of system recovery and problem resolution (root cause corrective/preventive action)
- Responsible for analysing onsite performance data and generation of performance reports with a view to identifying and creating CIP opportunities and corrective action projects
- Ownership of regional product technical issues from diagnosis throught root cause investigation to resolution implementation
- Develop a collaborative relationships with customers. Be seen as a technical SME and present technical solutions at customer metings
- Provide support and technical expertise to field service engineers (level1+2) for system recovery/downs, new system installation issues, upgrades, Corrective Maintanace escalations, training and documentation, best known methods and processes, and all relevant data collection
- Work closely with Product companies ensuring effective communication when escalating issues that can not be resolved regionally
- Review acceptance test plans with customers where applicable and participate in negotiating detailed technical changes
- Ensure lessons learnt in the field are effectively reported back to the global technical support organisation and into product companies for NPI
- Provide training support for customers and level 1 and 2 field service engineerss
- Accountable for meeting the regional technical support teams performance goals and performance improvements

Skills / Knowledge / Experience

**Education**:

- Engineering degree or apprenticeship with relevant technical experience

Relevant Previous experience:

- Proven success and track record in a similar Customer focused, technical support role with experience of working within a fast-moving environment
- Sound technical knowledge of complex machines
- Experienced in complex technical probelm solving techniques using statistical methods
- Experience of the Semiconductor Industry would be beneficial

Knowledge areas/Skills (minimum level of knowledge to fullfil the role’s responsibilities)
- Excellent Customer communication skills
- Good understanding of diagnostic techniques for both electrical, mechanical and software
- Knowledge of best practice technical problem solving skills
- Knowledge of Design of Experiment techniques
- Six Sigma would be highly desirable
- Operational Analysis - ability to analyse data, identify trends and improvement opportunities
- Project management skills necessary to run multiple projects simultaneously
- Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers view point to the factory operations
- Regular travel to customer sites

Scope of the job

The Technical Customer Support Engineer will function as a member of a team working to provide technical support and problem resolution for semiconductor products. Work will be project based supporting customer facing team members and/or projects driven by continuous improvement opportunities.

Problem ownership through the definition, investigation, testing, supporting and integration phases of problem solving (8D). He/she own problem definition/specification and analyses, supports the development of novel solutions, develops and tests programs/specifications at all levels, carries out testing and contributes fully to support and integration activities with mínimal supervision.

Responsible for output of own work, i.e. Reports, calculations etc. May control the work of a technician. No direct budgetary control.

Work may include:

- Validation testing of CIP’s new components and software
- Supporting quality improvement projects
- Problem Solving
- Improvements documentation
- Standards compliance updates
- Development and updates to internal data portal/sharepoint sites/ systems
- Develop and support lifecycle/regression testing packages for products/components.

Reasonable proportion of time will be spent testing in technical labs

Will have frequent and regular contact with Technical Support teams based in Product Companies. There will also be a level of contact outside the direct team within Edwards in relation to wider issues. The job holder is likely to deliver technical presentations to internal colleagues and customers.

Some assignments/projects may require travel to other Edwards sites or suppliers, including overseas.

The role interacts with the Service teams, Manufacturing, Marketing, Product and Quality management.

The job holder will make a significant impact on customer satisfaction and business opportunity.

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