Customer Support Engineer

4 weeks ago

mumbai, India Oxford Instruments Full time

At Oxford Instruments, we enable the world’s leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. At Plasma Technology, we provide tools for the engineering of micro- and nano-structures, with customers using our process solutions to research and produce materials and semiconductors vital for everything from medical devices and diagnostics, to electric cars and quantum computers.

Primary Purpose: Support PT’s customers in India and overseas on new tool installs, achieving process acceptance, upgrade, warranty support, process support and billable service, based in Bangalore or Chennai

Key Responsibilities :

Perform installation and upgrades of systems and software at customer sites. This will involve domestic and overseas travels. Process & Hardware commissioning: Demonstrate process performance of tools installed at customer’s sites as per Process Acceptance Specification agreed and achieve system acceptance. This will involve domestic and overseas travels. Perform preventative maintenance and breakdown visits at customer sites. Provide technical troubleshooting and liaison with customers. Working closely with others, ensure that OIPT equipment is fully functional and available for customer use with respect to hardware and process. Warranty Support: maintain and sustain the warranty tools, troubleshoot and repair the warranty tool issues. Billable Service: carry out billable service and training on ‘out of warranty tools’. Ensure all work is carried out in accordance with the Company’s Health and Safety, ISO 9001 Quality, and all other compliance Systems

Typical Performance Measures:

Meet targeted numbers of new tool installs within a certain period of time and spec.. Meet targeted numbers of billable upgrades and PMs within spec.. Meet good customer satisfaction on warranty support. Follow up the reporting and documentation requirements for every service activity. Stocks and materials RMA assistance.


Education / Qualifications
A relevant engineering degree. EE or ME engineering preferred.

Significant hardware experience on semiconductor equipment.

Professional Skills/ Abilities

Ability to read electrical and mechanical schematics, fault find and implement corrective actions. Familiar with Vacuum and RF components operating mechanism and theory. Prefer the work experience with either Ion Beam (Deposition or Etch) or PECVD / ICPCVD / ALD or RIE / ICP tools. Process knowledge on deposition and/or etch, if have below any two processes capability, that will be better. Ion Beam (Deposition and / or Etch) Deposition: PECVD, ICP CVD and ALD Etch: RIE, ICP-RIE, DRIE, ALE. Prefer skills in Thin film measurement techniques (e.g. SEM, stress and RI) Excellent all-round communication and negotiation skills in English.

Personal Qualities:

Able to work independently, self-motivated, can work effectively with little supervision. Excellent written and oral communication, with the ability to articulate, present and report on technical or complex issues clearly and succinctly. Team player who makes the best use of the contributions that can be made by others, and has the ability to work constructively with others. Able to accept feedback and modify approach as required. Willing to take responsibility and own accountability. Willing to take challenges and accept to travel frequently.

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