Technical Support Engineer

Location

Fremont, California

About Us

DCG Systems is a growing manufacturer of semiconductor test, design debug and yield enhancement equipment that, provides  innovative solutions to maximize the yield and efficiency of micro-fabrication technologies.  As a trusted partner to our customers, we leverage our experience, knowledge and technology leadership, to deliver the right solutions to meet our customer’s needs.

Join the DCG team and work in a dynamic team environment that is fast-paced, supportive and a great place to be.  DCG Systems empowers employees to take ownership to innovate and invent and ultimately, see the impact of their contributions.  DCG Systems has global presence with operations in the United States, Europe, and Asia.

Description and Responsibilities

The Technical Support Engineer (TSE) is a key member of our Technical Support operations.  They are responsible for implementing process and system performance improvement projects to drive up customer satisfaction levels and business productivity.  The TSE supports the management decision making process by analyzing service data, identifying key points, and presenting findings in a clear concise manner.  They report design, reliability maintenance and obsolescence problems or bugs to design engineering/software engineering.  The TSE takes the lead in providing support and customer service to the Field Operations team and other customers.  They will actively respond by phone, email and on-site to support issues from customer locations worldwide.   

Some of the tasks identified are:

• Facilitate installation improvement process (IIP) for all product manufactured in the US.
• Collect installation reports from field.
• Review for completeness and clarity.
• Host review meetings with engineering, manufacturing and management.
• Publish minutes and actions.
• Follow-up on completion of actions.
• Facilitate component supply issues resolution for logistics.
• Review and summarize replacement options from vendors for engineering to make decision
• Work with product specialist to summarize issues for engineering to replacement proposal
• Process engineering change orders to field change orders (FCO).
• Work with system specialist and engineering to create  project justification and  implementation plans,
• Drive plan to completion working with different groups, periodically update status of projects and properly closing the projects upon completion
• Work with management to approve FCO
• Work with logistics to have parts procured
• Work with product specialist for Implementation plan and instructions
• Track implementation to completion
• Support system performance tracking and improvement efforts
• Produce corporate metrics periodically highlighting key issues
• Periodically or as requested,  product performance indicator reports
• Review cases with extended down times and condense to lesson learned, or best known method documents and publish in a knowledge data base for future reference. Work with field engineer or product specialist as needed.

Qualifications

Required

• Organized and Assertive.
• Must be able to learn, comprehend, and apply new technologies.
• Proficient in MS-Excel, Word and Power Point.
• Use of pivot tables and statistical analysis to create data sets to find trends drivers, deviations and Pareto analysis.
• Technical Writing skills: write technical justifications, plans, instructions, and reports.
• Ability to customize existing or create new databases, documents and presentations.
• Ability to understand and interpret ROI analysis
• Skilled at delivering quality presentations to a wide audience including higher levels of management in customer service, engineering and marketing.
• Must be able to address key issues and engage participants into a decision making process.
• Project Management skills - create project justification and implementation plans, and work with logistics to procure materials.  Drive and track implementation through to completion.
• Excellent Communication skills - Messages are always tactful, well defined and understood by the targeted audience. Sets the standard for written documentation.
• Ability to elicit cooperation and support from a wide variety of sources, including upper management, vendors, and other departments.
• Must be able to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Ability to generate many ideas on any given problem and share an understanding of the issue.

Skills

• Experience in Semiconductor Failure Analysis, Test, Yield, or DFT
• Experience working with DCG Systems’ or Competitor’s tools
• Familiarity with Motion Systems, PC-Based System Controllers, Optics, Lasers, Vacuum Systems, Ion Beam theory, and Thermal Emission.
• Ability to interpret schematics mechanical drawing and other engineering documents

Education

• A Bachelors degree (or the equivalent combination of education, technical training, and work experience) in a Technical Field, with 5+ years of relevant experience providing technical support to a capitol equipment service organization.
  
  

If you are interested in this position, we invite you to Submit Your Resume.