Technical Support Engineer – Handler/prober

Tech Support Engineer

Provides system-level technical expertise in support of Advantest Semiconductor Handler and Die Level Prober Equipment platforms. Provides second-level support to Advantest customers and customer engineers in diagnosis and resolution of handler and die level prober problems, either remotely or on-site. Provides handler and die level prober maintenance training to Advantest customers and customer engineers. Acts as a field liaison to manufacturing divisions for support issues such as design for supportability, escalation management, and training course development. Provides technical expertise and/or project management in support of account-specific initiatives.

Responsibilities include:

• Delivers second-level remote handler and die level prober troubleshooting assistance to customers and Advantest field service personnel via telephone and/or web related resources.
• Ensures availability of taking escalation calls, including after-hours and weekends when required.
• Works primarily with trained Customer Technicians and Advantest Customer Engineers who have already attempted to resolve their problem using standard troubleshooting methods. Usually required to devise unique troubleshooting techniques and approaches based on in-depth system knowledge and the problem symptoms.
• Clearly and concisely documents call details in appropriate support systems such as Oracle Teleservice for future review and use in troubleshooting activities.
• Understands and utilizes remote connectivity capabilities, e.g. WebEx, whenever appropriate.
• Delivers handler and die level prober maintenance training to external customers and Advantest field service personnel.
• Acts as a Knowledge Multiplier, taking maintenance training from Divisions, improving upon it, and passing it along to field service personnel.
• Delivers standard and customized maintenance training courses to customers and field service personnel.
• Creates maintenance training course outlines and materials for delivering system maintenance training to FSE's and Customer technicians.
• Works in conjunction with Division Customer Support and Learning Products teams to design and improve upon course materials.
• Provides Escalation Management for critical or difficult system problems.
• Performs in the role of Technical Problem Manager in the Escalation Process. Functions as primary communication link between factory and field.
• In conjunction with Division Customer Support, devises action plans to resolve system problems. These action plans often require unique approaches to help understand and characterize the problem and to ultimately resolve it.
• Provides onsite technical expertise as required to resolve system problems.
• Acts as a field liaison to the Mfg. Divisions.
• Provides feedback to divisions regarding product quality, supportability, and service documentation.
• Participates in design-for-supportability reviews for new products.
• Communicates information to the field regarding new support-related developments.
• Performs special technical or project management assignments.
• Provides initial installation and support for new products and subsystems during introduction and first shipments.
• Manages issues associated with new product introduction, working closely with the manufacturing division to ensure successful deployment. This work often entails working with very limited training and service documentation, in the initial phases of product introduction.
• Provides project management and expertise for special assignments, e.g. trade shows, large-scale customer projects, special technical projects, etc.
• Acts as a technical focal point for strategic Cooperative Support customers as assigned.
• Provides backup support to the local Support Delivery Team during peak workload periods.
• Provides backup support within the local geography during periods of peak workload or FSE unavailability, to meet customer commitments and to minimize FSE travel required.