Technical Support Engineer

Job Description

Tech Support Engineer Provides system-level technical expertise in support of one or more Advantest Semiconductor Test Equipment platforms.

Provides second-level support to Advantest customers and customer engineers in diagnosis and resolution of system problems, either remotely or on-site. Provides system 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 system troubleshooting assistance to customers and Advantest field service personnel via telephone and/or network connection to the system

• Ensures availability to take customer calls during assigned on-call duty, including after-hours and weekends.
• 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 an 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 system 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 CEs 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.

Provide 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.

Requirements

Requirements:

Minimum: B.S.E.E.T. or equivalent industry experience.

5 years' experience using/supporting Advantest 93K Semiconductor Test Systems

State of California Development (EDD):

- https://www.ecfr.gov/current/title-41/subtitle-B/chapter-60/part-60-300#p-60-300.5(a)

- § 60-300.5(a)(2)(3)(4) Equal opportunity clause. Details the job posting requirements.

- § 60-300.5(a)(6) Equal opportunity clause. All employment openings includes all positions except executive and senior management, those positions that will be filled from within the contractor's organization, and positions lasting three days or less. This term includes full-time employment, temporary employment of more than three days' duration, and part-time employment.

CCPA Notice for California Residents:

Notice for California Residents: We collect personal information (PI) from you in connection with your application for employment with Advantest America, Inc., including some or all of the following categories of PI: identifiers and personal records (e.g., name, phone number, email address, employment history); commercial information (e.g., if we reimburse you for travel or other expenses during the application process); sensory information (e.g., recorded virtual interviews); professional or employment information (e.g., information provided in your resume and application, such as employment history); non-public education records (e.g., educational institution transcripts and records); and inferences drawn from the above categories of PI. We collect your PI for our purposes, including performing operations related to your potential employment. To view the Advantest Privacy Policy, visit https://www.advantest.com/privacy-policy.html. For additional details or if you have questions, contact us at [email protected].

In providing a safe and healthy workplace for all of our employees, Advantest America, Inc., and its subsidiaries, ("Advantest"), new employment job offers are contingent upon the applicant's provision of a copy of their COVID-19 vaccination document to Advantest America Inc. Human Resources prior to their scheduled start date, subject to any written request for medical or religious accommodations.

Advantest is an Equal Opportunity Employer and embraces diversity in our employee population. It is the policy of Advantest to provide equal opportunity to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or special disabled veteran, marital status, pregnancy, genetic information, or any other legally protected status.

The Advantest Way - Diversity, Equity, Inclusion and Belonging

At Advantest, diversity, equity and inclusion are at the core of who we are. We are continuing to build a culture where everyone feels a sense of belonging through our DE I programs initiatives. We strive to have a diverse, equitable and inclusive workplace to enable us to attract and retain candidates that feel a sense of purpose and empowerment. Our commitment to DE I is unwavering and we are steadfast in our mission to continuously foster an environment of respect, trust and transparency. We value diversity and inclusion and believe employees of all backgrounds contribute to our ongoing success. At Advantest, we celebrate and support the needs of our employees regardless of race, color, ethnicity, national origin, religion, age, disability, gender (including gender expression and gender identity), sex and sexual orientation. DE I at Advantest is more than words to us, they are the Advantest Way.