Regional Technical Support - Leuven, België - Atlas Copco Internationaal B.V.

Beschrijving

Regional Technical Support Engineer - Belgium, Netherlands

Reporting to the Technical Support Manager, the Regional Technical Support Engineer for Belgium and the Netherlands will provide best in class technical support to customers for semiconductor EGM products in the region, working within the Edwards EMEA Semiconductor Customer Centre team, which is part of the Atlas Copco Group.

The purpose of this role is to ensure system and product safety, uptime and availability to optimize customer productivity and satisfaction, and will require regular travel between customer sites and the Veldhoven office.

The Technical Support Engineer takes full ownership of technical issues through the definition, investigation, testing, supporting and integration phases of problem solving.

They own problem definition/specification and analyses, supports the development of novel solutions, develops and tests programs/specifications at all levels, carries out testing and contributes fully to support and integration activities with mínimal supervision.

The role will require customer interaction skills which demonstrate technical credibility and appreciation of commercial imperatives, as well as frequent internal contact with Technical Support teams based in Product Companies, as well as Service teams, Manufacturing, Marketing, Product and Quality management.

Whilst the role is based in Netherlands, or may be based in Belgium, there will also be a level of contact outside the direct team within Edwards in relation to wider issues.

The job holder is likely to deliver technical presentations to internal colleagues and customers and some assignments/projects may require travel to other Edwards sites or suppliers, including overseas.

Main Responsibilities

• Provide a fast and professional technical support service in the diagnosis and resolution of product non conformities both in terms of system recovery and problem resolution (root cause corrective/preventive action)
• Responsible for analysing onsite performance data and generation of performance reports with a view to identifying and creating CIP opportunities and corrective action projects
• Ownership of regional product technical issues from diagnosis throught root cause investigation to resolution implementation
• Develop a collaborative relationships with customers. Be seen as a technical SME and present technical solutions at customer metings
• Provide support and technical expertise to field service engineers (level1+2) for system recovery/downs, new system installation issues, upgrades, Corrective Maintanace escalations, training and documentation, best known methods and processes, and all relevant data collection
• Work closely with Product companies ensuring effective communication when escalating issues that can not be resolved regionally
• Review acceptance test plans with customers where applicable and participate in negotiating detailed technical changes
• Ensure lessons learnt in the field are effectively reported back to the global technical support organisation and into product companies for NPI
• Provide training support for customers and level 1 and 2 field service engineerss
• Accountable for meeting the regional technical support teams performance goals and performance improvements

Skills and Knowledge

Education
Engineering degree or apprenticeship with relevant technical experience


Relevant Previous experience:

• Proven success and track record in a similar Customer focused, technical support role with experience of working within a fastmoving environment
• Sound technical knowledge of complex machines
• Experienced in complex technical probelm solving techniques using statistical methods
• Experience of the Semiconductor Industry would be beneficial

Knowledge & Competencies
Excellent Customer communication skills

Good understanding of diagnostic techniques for both electrical, mechanical and software

Knowledge of best practice technical problem solving skills

Knowledge of Design of Experiment techniques

Six Sigma would be highly desirable

Operational Analysis - ability to analyse data, identify trends and improvement opportunities

Project management skills necessary to run multiple projects simultaneously

Able to influence internally and externally as a technical authority in the fields supported by the group and represent the customers view point to the factory operations


About Edwards

Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment.

Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.