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Technical Support Engineer II (MAD-BP-OR/AZ)

Location: Chandler, Arizona, United States
Job ID: R0009405
Date Posted: May 19, 2022
Segment: Smart Life
Business Unit: Hitachi High-Technologies
Company Name: Hitachi High-Tech America, Inc.
Profession (Job Category): Engineering & Science
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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Description

COVID-19 Vaccination Requirement:  Hitachi High-Tech America, Inc. (“HTA”) requires all employees to be fully vaccinated against COVID-19.  All new hires will be required to provide proof of their vaccination status prior to their start date and will need to receive the second dose of the Pfizer or Moderna vaccine or the single dose of the Johnson & Johnson vaccine on or before January 4, 2022, or no later than two weeks prior to their start date with HTA, unless they request and receive a medical or religious accommodation.

Remote Work Style:                Customer Hybrid

Work Style Requirement:       Onsite 80% / Remote 20%

COMPANY:                                   Hitachi High-Tech America, Inc. (“HTA”)

DIVISION:                                      Metrology and Analysis Systems Division (MAD)

POSITION:                                     Technical Support Engineer II

TRAVEL:                                         Up to 70% (international & domestic)

POSITION SUMMARY

The Technical Support Engineer II (TSE) is highly skilled in specific toolset models or multiple product lines. The position directly assists the Technical Support Group (TSG) and/or Optical Technology Group (OTG) with communications within the company and as assigned with external customers.  The TSE will support the TSG and/or OTG in the coordinating of field activity as needed. The TSE is expected to provide training to all employee levels within the organization and contribute to the development of concepts and techniques in effective and creative ways.  TSE’s must have the ability to technically supervise problems and/or schedule the work activities of other Field Service Engineers and/or Tech Support personnel.

PRIMARY RESPONSIBILITIES

  • Effectively interface with factory design, manufacturing, QA and other departments within the company
  • Present technical information during high-level customer meetings between domestic and international divisions of Hitachi; meetings could be face-to-face, video or teleconference; international time zones could apply
  • Responsible for reports as directed by TSG and/or OTG, including but not limited to national service alert reports, escalation reports, TSG reports, etc.
  • Participate in the administration of the service department by working with the special assignments that require technical or administrative input such as spare parts selection, training programs, and service procedures
  • Maintain appropriate records of all work performed and training received
  • Comply and adhere to company policies
  • Portray professionalism and pride in appearance while conforming to policy
  • Provide a positive attitude to all employees and customers
  • Protect and maintain company property (i.e., traveling inventory, company car, test equipment, tools, etc.)
  • Willingness to travel with minimal advanced notice
  • Provide highly detailed documentation for the purpose of problem resolution and/or engineer training
  • Transfer technical knowledge to less experienced engineers through OJT or classroom training
  • Provide leadership during escalation support
  • Coach and develop assigned resources
  • Complete projects as designated by management with the common goal to improve overall company performance
  • Consistently provide strong verbal and written communication to management, co-workers, assigned resources, and both internal and external customers
  • Set and keep appropriate schedules for assigned projects with minimal supervision
  • Other duties as assigned

EDUCATION, CERTIFICATION, and/or LICENSE REQUIREMENTS

  • Bachelor’s degree in relevant field or equivalent combination of education and experience
  • Must maintain a valid driver’s license in work location State
  • Must be eligible to be placed on company insurance

EXPERIENCE AND TRAVEL REQUIREMENTS

  • Minimum of eight (8) years’ experience providing service support for instrumentation handled by HTA including Thermionic and Field Emission Transmission Electron Microscopes, Thermionic and Field Emission Scanning Electron Microscopes, and Critical Dimension Scanning Electron Microscopes
  • Minimum of 8 years’ experience with Ultra High Vacuum systems, Electron Optics, and High Voltage systems
  • Demonstrated technical competence with Thermionic and Field Emission Transmission Electron Microscopes, Thermionic and Field Emission Scanning Electron Microscopes, and Critical Dimension Scanning Electron Microscopes
  • Demonstrated experience analyzing and resolving complex technical support issues
  • Microsoft Windows operating system experience required; Unix experience preferred
  • Intermediate level experience with Microsoft Word, Excel, and PowerPoint
  • Must be eligible for and receive company credit card
  • Must have and retain valid driver’s license in resident state and must be insurable by our insurance company
  • Travel up to 70% (international & domestic)

KNOWLEDGE, SKILLS, and/or ABILITIES REQUIREMENTS

  • Ability to diagnose technical problems using engineering drawings, schematics, specialized test equipment, and relevant mathematical formulas
  • Troubleshoot electronic problems to the component level
  • Ability to effectively interface with customers, service department personnel, and others
  • Skilled in electronics, mechanics, and computers
  • Ability to troubleshoot closed loop feedback positioning systems.  This includes linear scale and laser interferometers
  • Understand the fundamentals of critical dimension measurement matching using multiple CD-SEM’s
  • Ability to identify and resolve particle issues in a timely manner
  • Equipment specific operation skills as they relate to Thermionic and Field Emission Transmission Electron Microscopes, Thermionic and Field Emission Scanning Electron Microscopes, and Critical Dimension Scanning Electron Microscopes
  • Ability to assist other Field Service Engineers with problems they encounter in the field
  • Ability to provide training on complex system theory to customers and engineers either through OJT or Classroom training
  • Demonstrated ability to develop advanced technical training material in support of classroom-based training
  • Demonstrated strong work ethic (punctual, properly prepared, team oriented, etc.)
  • Demonstrated strong verbal and written communication skills with management, co-workers, internal and external customers
  • Demonstrated ability to provide leadership and direction for assigned engineers
  • Requires interpersonal skills and the demonstrated ability to effectively communicate with customers, service department personnel, other departments, and third parties
  • Demonstrated ability to exercise sound and prudent judgment is necessary
  • Ability to quickly transport from location to location (i.e., air, car, etc.) with or without accommodations
  • Ability to transport parts and toolbox from car to work site with or without accommodations

PHYSICAL AND MENTAL REQUIREMENTS

  • Ability to see small objects within a confined area with or without accommodations
  • Ability to identify and distinguish color-codes with or without accommodations
  • Ability to lift up to 50 lb. with or without accommodation
  • Hand-eye coordination at a level to support activities with very fine (delicate) to large, leveraged type items with or without accommodations
  • Ability to communicate and receive communication through various means, including but not limited to, telephone, cell phone, pager and e-mail with or without accommodations
  • Ability to drive an automobile
  • Ability to hear audible noises

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to [email protected]

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