Nova Ltd. is hiring a Technical Support Engineer to deliver on-site field and customer support for Nova products. This role blends hands-on system work, customer-facing problem solving, and service-side data and documentation to help improve tool uptime, reliability, and the overall customer experience. Based in Fremont, CA with onsite expectations, the position includes a salary range of $120,000 to $135,000 per year (DOE).
In this position, you will coordinate service activities with field teams and customers, manage escalations and critical situations, and serve as a key link between factory, engineering, and the customer to collect and analyze performance and reliability information. You will also contribute to technical training and documentation, including supporting beta programs and developing training programs and classes for field personnel and customers.
What you’ll do
- Provide field engineer and customer support, including technical troubleshooting, diagnosis, repair, installation, modifications, and system upgrades, plus customer training.
- Manage escalations and critical customer scenarios while maintaining successful outcomes.
- Act as the primary contact among factory, field teams, and customers to collect and analyze system performance data, gather reliability data, and track systems and customer satisfaction.
- Coordinate service activities with field teams and customers to maximize system tool uptime and performance.
- Collect, prepare, and formally communicate routine data analysis and quality metrics reporting on daily, weekly, monthly, and other required cadences.
- Collaborate with field support, engineering, and operations to provide feedback on serviceability, reliability, ease of installation and upgrades, and other tool-related quality metrics and issues.
- Report design, reliability, and/or maintenance issues to engineering.
- Create, edit, and review technical field and training materials and documentation.
- Support beta programs at customer sites and at headquarters.
- Develop and deliver technical training programs and classes, including mentoring and on-the-job training for new personnel.
What you bring
- Ability to work effectively in a multifunctional team across Field Teams, Engineering, Operations, Tech Support, Applications, Marketing, and Sales.
- Excellent problem-solving, strong analytical and diagnostics skills, and strong written and oral communication.
- Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.
- Strong project and time management skills, excellent customer relations, and strong escalation management.
- Training development and delivery experience, plus new product introduction management experience.
- Manual and physical labor capability required: must be able to bend, crawl, and work in and around systems within semiconductor manufacturing facilities.
- Must be able to lift, carry, and move job-related items.
- Global travel as needed, with estimated travel time of at least 30% of the year.
- Bachelor’s degree or equivalent.
- Minimum one year of experience in a semiconductor manufacturing service or technical support role (or equivalent experience in a similar technical business such as an analytical instrument capital equipment organization).
- Semiconductor metrology equipment or related equipment manufacturing experience is beneficial.
Knowledge across multiple technologies
Technical Support Engineers must understand and demonstrate knowledge of varied technologies and across multiple disciplines, including:
- Ion optics
- Mass spectrometry
- X-ray photoelectron spectroscopy
- Secondary ion mass spectrometry
- High voltage and low voltage electronics
- Mechanical systems
- High vacuum systems
- Power systems
- Various software operating systems and applications
Additional capability requirements (role responsibilities)
- Demonstrated capability in project management, escalation management, and service perspective management of new product introduction (NPI) programs.
- Experience in technical training development and delivery, including development of service support documentation, processes, and procedures.
- Ability to interface with multifunctional groups to ensure successful support, installation, qualification, maintenance, and repair of Nova products at factory locations or customer sites while meeting both customer and Nova expectations.
Compensation
$120,000 - $135,000 annually (DOE)
