Sr. Technical Support Specialist

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" Openings at Amtech

Sr. Technical Support Specialist

Location: Westford, Massachusetts, United States

Full-time

Amtech Organization Summary

Founded in 1981, Amtech Systems is a trusted global supplier of essential semiconductor equipment and consumables serving various industries within the power semiconductor market, including mobile, computing, industrial, automotive, telecom, medical, and more. Our diversified product portfolio enables us to manufacture and sell our products worldwide, particularly in Asia, North America, and Europe, through our three verticals: substrate (for lapping and polishing), chip fabrication (for diffusion furnace) and packaging and SMT (for thermal processing). Our differentiator is the quality of our products and our customer service. We are a trusted supplier and provide our customers with high-quality solutions.

Job Summary:

The Senior Technical Support Specialist will lead advanced technical aspects of post market activities for all company products worldwide meeting and/or exceeding both internal and external customer expectations. They will respond to customer related technical inquiries, specifically around electrical problems and troubleshoot electrical circuits, as well determination of the necessity to dispatch service personnel to insure timely resolution of customer issues. In addition, the Senior Technical Support Specialist will train customers on resolving issues. In the position they must take ownership of escalations, mentoring, complex troubleshooting, and support process improvement for team members

Essential Duties and Responsibilities:

• Provide advanced remote and onsite technical support to customers for troubleshooting and resolving electrical circuit issues.
• Offer backup support to field service engineers, ensuring efficient resolution of technical problems.
• Collaborate cross functionally to review and update technical documentation, including manuals and service bulletins.
• Investigate and report recurring product failures, interfacing with Engineering and Manufacturing to find lasting solutions.
• Generate and distribute service bulletins, notifying customers and field teams of any hardware or software changes.
• Maintain detailed records of all service activities, including issues encountered, solutions implemented, and client interactions.
• Train and guide customers, as well as third-party personnel, on troubleshooting, maintenance, and operations of products.
• Support the software team and Field Service Engineers with MES integrations, communication protocols, HERMES, OPC, REST and MQTT solutions.
• Identify Gaps in the department and formulate plans to correct these
• Serve as the first point of escalation for customer issues.
• Lead root-cause investigations and coordinate corrective actions for recurring technical issues.
• Support the development of training curriculum, technical documentation, knowledge base content, and departmental improvement initiatives.
• Support occasional after-hours calls and travel as needed for technical support.
• Follow ISO procedures and guidelines, as well as follow proper safety protocol, including wearing appropriate PPE where designated.
• Obtain BTU certified trainer status and support customer and internal training requirements.
• Domestic travel of 10% or less.

Qualifications:

Required Education & Experience:

• Bachelors degree in Electrical or Mechanical Engineering, or related field or equivalent technical experience. Relevant technical certifications (e.g., SEMI, IPC) are a plus.
• 5+ years of experience in technical support or service roles, preferably in semiconductor or electronics manufacturing.
• Proficiency in remote troubleshooting electrical, electronics, and mechanical systems, as well as PLC control systems.

Skills & Competencies:

• Ability to work independently and on a team to meet time sensitive deadlines
• Strong interpersonal and written communication skills; ability to explain complex technical concepts clearly.
• Proficiency in advanced math and measurements to assist with troubleshooting and diagnostics such as Ohm's Law, power calculations, impedance, and reactive components to troubleshoot electrical circuits and optimize system performance.
• Use tools like Fourier Transforms, filter design, and differential equations to analyze complex systems, including frequency response, load distribution, and thermal management.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and diagnostic tools for semiconductor equipment.
• Experience with software for diagnostics, CAD, and data analysis a plus.
• Proficiency with Salesforce and ERP systems preferred.
• Skilled in the use of AI tools to support technical analysis, documentation, and workflow efficiency.

Other duties may be assigned to support the overall business. Amtech Systems has the right to revise and update this job description at any time.

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" Openings at Amtech