About this role
About the Role Senior Global Product Support Engineer responsible for escalation-level technical support of complex electro-mechanical equipment, computer systems, and software. This role serves as a technical authority supporting global field teams and customers to drive issue resolution, reliability improvements, and high customer satisfaction across worldwide installations. What You'll Do
- Provide technical support to field engineers, technicians, and product support teams in diagnosing, troubleshooting, repairing, and debugging complex electro‑mechanical systems, computer hardware, and software.
- Act as the primary escalation point when first‑line and regional product support are unable to isolate or resolve technical issues.
- Perform in-depth root cause analysis and proactively identify trends related to design, reliability, maintenance, and software defects; communicate findings to hardware design and software engineering teams.
- Support customer system installations and deliver advanced technical training to customers and internal teams for highly complex or sophisticated products.
- Lead and coordinate technical and administrative support activities at customer sites, including installation, corrective repair, preventive maintenance, and implementation of engineering change upgrades.
- Work cross‑functionally with R&D, manufacturing, quality, and service organizations to drive continuous improvement and product support readiness.
- Ensure accurate documentation is maintained, including service reports, escalation records, and system performance data.
- Customer-focused mindset with the ability to manage challenging situation. What We're Looking For
- Minimum 5 years of experience in semiconductor manufacturing or capital equipment support.
- Bachelor's degree in engineering required; Mechanical or Electrical Engineering preferred.
- Experience with PECVD, CVD, PVD, or ALD deposition systems or dry etching systems.
- Proven experience providing expert-level troubleshooting and understanding of deposition mechanisms, vacuum systems and plasma processes.
- Ability to operate effectively at an escalation level.