Technical Support Product Engineer

The Technical Support Product Engineer role is an onsite position based in Coopersburg, PA, delivering advanced technical support across the full Shellback product line. The incumbent leads high level troubleshooting, escalation, and proactive product improvement while supporting reactive issue resolution and standardization across the installed base, with travel up to 50%.

Responsibilities

• Provide advanced remote technical support and on-site escalation support for Shellback systems across the full product portfolio.
• Troubleshoot electrical, mechanical, pneumatic, fluid, controls, PLC, HMI, heater, interlock, and subsystem-related issues.
• Lead structured problem-solving for tool-down events, unstable process conditions, recurring failures, and difficult commissioning or upgrade issues.
• Support Field Service Engineers with diagnostics, action plans, service strategy, and decision-making during customer-facing events.
• Create, update, and improve technical procedures, service instructions, troubleshooting guides, release notes, and knowledge articles.
• Capture field findings clearly and drive follow-up with Engineering, Manufacturing, Quality, and Product Management until closure.
• Review installed-base issues for patterns and recommend product, process, or documentation changes that improve reliability and serviceability.
• Participate in validation, release readiness, and field deployment planning for new products, retrofit kits, and upgrade packages.
• Lead or support customer escalation meetings when technical depth and structured communication are required.
• Support commercial alignment by providing technical input on quoted scope, upgrade assumptions, risk areas, and execution constraints when needed.
• Train and mentor Field Service Engineers and Customer Service teams on troubleshooting logic, platform differences, and known product risks.
• Escalate promptly when management support, engineering decisions, or commercial intervention is required.

Requirements

• Strong electromechanical troubleshooting capability across semiconductor capital equipment or similarly complex automation platforms
• Ability to read and interpret electrical schematics, P&IDs, wiring diagrams, mechanical drawings, BOM structures, and operation manuals
• Working knowledge of PLC-based controls, I/O architecture, HMI systems, safety interlocks, heaters, pumps, valves, sensors, and utility interfaces
• Ability to analyze problems using service history, logs, trends, alarms, hardware behavior, and field observations
• Strong written communication with the ability to convert technical findings into clear field instructions and management-level updates
• Comfort working independently under pressure while coordinating across multiple teams and time zones
• Strong customer-facing judgment during escalations, including clear communication, scope discipline, and calm decision-making
• Proficiency with standard business and technical tools, including spreadsheets, presentations, remote support tools, and issue-tracking systems
• Minimum of 5 years of experience
• Bachelor's degree in engineering

Technologies

• PLC, HMI, spreadsheets, presentations, remote support tools, issue-tracking systems

Core Scope

• Support the full Shellback product portfolio, including Mercury, Torrent, Storm, CPT, SRD, sidecar/controller upgrades, heater systems, DI water and fluid subsystems, PLC/HMI controls, and safety-related assemblies.
• Stabilize customer tools by leading remote and on-site resolution of complex technical issues.
• Reduce repeat failures by driving root cause analysis, corrective actions, and field learning loops.
• Improve field execution by training, coaching, and technically supporting Field Service Engineers across product lines.
• Help align technical scope, support strategy, and customer expectations during escalations, upgrades, and major service events.

Core Functional Scope

• Field Service: direct technical backline support, escalation support, training, and field readiness
• Engineering: design feedback, issue reproduction, validation support, and corrective action follow-up
• Manufacturing: build quality feedback, recurring workmanship findings, and release-to-field readiness
• Quality: containment, nonconformance input, corrective action support, and field issue traceability
• Product Management: installed-base trends, upgrade needs, and voice-of-customer technical feedback
• Customer Service: technical clarity for scope, scheduling risk, parts dependency, and service planning