Total Product Support Engineer (EPI)

As a Total Product Support (TPS) Engineer at ASM, you will work with our customers as a system level expert focused on product support for new product development. This role will require 25-75% domestic and international travel (depending on product cycle).

Key Responsibilities 

• System level expert focused on product support for new product development.    
• Interaction with Hardware, Electrical, Controls, Process, and Software engineering teams to become the system level expert on new products being developed.
• Provides guidance to engineering during the design phase of new products on key customer requirements and needs.  Including PM Service tasks, design for service, design for manufacturability, etc.
• Owns first build and test of the new product in the development lab, working closely with engineering teams providing real time feedback of issues and recommends solutions.
• Develops procedures and documents best known methods for service, preventive and corrective maintenance tasks
• Owns First in Fab (Alpha or Beta) customer shipments.   Drives customer fab readiness (facilities set up), installation and start up through production qualification.
• Detailed Reporting of field issues for new products in the field
• Drives and owns customer issues on new products during the Alpha build and test phase as well as during beta testing at customer sites.  
• Develops critical spares parts lists for new products, ensures initial stocking levels are set and ready for new product shipments
• Work in a safety-first mentality.
• Provide fast, quality solutions to field and customer personnel.
• Lead and manage a team of peers for problem solving and root cause analysis.
• Be able to explain highly technical and complex information to management and the customer from either a verbal or written medium. 
• Have highly evolved and effective communication skill that allow quick and efficient troubleshooting remotely.
• Be able to write in a clear and concise manner
• Make presentations to management or customers.
• Manage action item lists during customer escalations.
• Have strong knowledge of all ASM field operations policies and procedures.
• Be willing to travel domestically and internationally.
• Able to develop action plans present to both ASM and customer.  Strong positive attitude.

Key Requirements

• Ability to handle all customer situations; able to develop action plans present to both ASM and customer.
• Represent the entire Business Unit
• Maintain a strong positive attitude with the ability to work and lead a team environment.
• Ability to work responsibly with all ASM resources.
• Be a system expert for support of field problems; travel to customer site when problem can not be resolved and fix the problem 95% of the time.
• Highly skilled in electrical and mechanical techniques and overall equipment system knowledge (process, HW/SW)
• Strong computer skills.- SAP experience a must
• Expert in knowledge of ASM SOP’s.
• Working knowledge of MS Word, Excel, PowerPoint, and Project.
• Ability to handle all of support calls and escalations without assistance.
• Troubleshoot Level 1 and Level II process problems.
• Provide input and the ability to write procedures and processes.
• Exercise judgment within broadly defined practices and policies in selecting methods, techniques, tools and evaluation criteria for obtaining results.
• Acts as a role model and mentor while assisting in the development of customer service skills with subordinates and peers.
• Be an active member of ASM core teams and ensure all new products incorporate service concerns.
• Understand and utilize the ECR/CIP/FA suggestion processes.

Experience

• 7 years in electronic or semiconductor industry.

Education

• Master’s degree preferred in electrical engineering, chemistry, computer science; Equipment experience preferred in: ALD, PECVD, Epi, and Diffusion.