As a Product Support Engineer 3 within the Customer Support Business Group, you will serve as a technical subject matter expert providing critical support for field engineers and customers. You will be responsible for diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, and networked or wireless systems. Your daily work involves managing high-level escalations, identifying root causes, and collaborating with internal teams to resolve technical issues. You will also perform data analysis to identify performance improvements and mentor other engineers while participating in the global technical community. To succeed, you must be proficient in interpreting electrical and mechanical schematics, utilizing data analysis tools, and navigating complex software environments. This role addresses critical equipment malfunctions and ensures reliability for sophisticated products within a demanding, high-tech manufacturing environment.
Provide technical support to field engineers and technicians for complex electro-mechanical, software, and networked systems.
Act as a subject matter expert to resolve high-level technical escalations that first-line support cannot fix.
Identify root causes of equipment failures and report design or reliability bugs to engineering teams.
Analyze performance data to identify and implement improvements for the customer's installed base.
Partner with account teams to present problem statements and gain customer buy-in on proposed solutions.
Manage projects, conduct customer escalation meetings, and provide progress reports to management.
Mentor field engineers and design training sessions to share technical knowledge across the organization.
What we're looking for
Minimum of 5 years of related experience with a Bachelor's degree; or 3 years with a Master's degree; or a PhD without experience; or equivalent work experience.
Ability to interpret electrical and mechanical schematics, diagrams, and operating manuals.
Proficiency in computer applications including data analysis tools, word processing, spreadsheets, and presentation software.
Experience troubleshooting complex electro-mechanical equipment, computer systems, software, and networked or wireless systems.
Ability to formulate root cause hypotheses, perform data analysis, and develop action plans with detailed problem statements.
Ability to work in a restricted clean room environment while wearing personal protective safety equipment for prolonged periods.
Availability to work flexible shifts including nights, weekends, and holidays on an on-call basis.
Ability to travel domestically and internationally up to 40% based on business needs.