Product Support Engineer 3

What You’ll Do

This position is responsible for resolving the customer tool problems to meet customers’ expectations and achieving the required escalation performance and field-reported quality goals in the region. * Resolve Type-1 and Type-2 escalations quickly and efficiently, engaging support from other regions and/or the Fremont Product Group as required meeting the customers’ expectations and escalation performance goals. * Responding to and supporting all assigned escalation tickets * Collaborating with the Local Field Team in Action Plan development * Providing access to trouble shooting tools, materials, and other support documentation resources to use throughout the escalation process * Interfacing with Factory resources and organizations in support of the Local Field Team * Adhering to a structured technical problem solving process * Ensuring the problem is properly supported, corrective actions assigned get completed, and the ticket is closed * Analyze escalation performance to identify and action required improvements and improvement opportunities. * Review and vouch for the accuracy and completeness of Field-reported quality problems. * Prepare supporting information and propose Type-3 escalation conversions when the released hardware/process/procedures cannot resolve the escalated problem. ## Who we’re looking for B.S. in Engineering More than 7 years of industry experience to include both “hands-on” hardware and/or process experience Engineering

Background

s as a service or process engineer Customer Relationship Management Skill People Management Communication Skill Good command of English Effective communication in inter-departmental and cross cultural environment ##