Senior Product Support Engineer

Position Title: Senior Product Support Engineer

Overview:
Our client, a global leader in advanced technology systems, is seeking a Senior Product Support Engineer to provide high-level technical expertise and customer support. This role is pivotal in troubleshooting complex electro-mechanical systems, guiding field service teams, and supporting system installations and upgrades both remotely and on-site.

Key Responsibilities:

• Deliver advanced system-level technical support to field service teams and customers via phone, email, and on-site visits.

• Diagnose and resolve critical equipment issues, leveraging diagnostic tools and application data such as wafer maps, beam profiles, and particle metrics.

• Support field activities for system installations, machine-down situations, upgrades, and retrofits.

• Collaborate cross-functionally with engineering and manufacturing teams to address customer-reported issues and support product reliability efforts.

• Drive issue resolution by documenting and escalating technical challenges, ensuring timely and thorough follow-up across departments.

• Create troubleshooting guides and matrices to support field teams in resolving recurring system problems.

• Contribute to continuous improvement initiatives by providing performance data (e.g., MTBF, MTTR) for quality assurance and warranty reduction.

• Mentor and coach junior engineers on preventative maintenance, system setup, software troubleshooting, and operational best practices.

• Develop and deliver technical documentation including procedures, bulletins, and best-practice guides.

• Participate in and occasionally lead customer training programs and hands-on sessions.

• Support internal knowledge sharing by maintaining detailed records of technical solutions and field learnings.

Required Qualifications:

• Bachelor's degree in Electrical, Mechanical, or Computer Engineering (or related field) with 8+ years of relevant experience in high-tech or semiconductor capital equipment.

• Proven experience troubleshooting complex electro-mechanical systems.

• Strong documentation and communication skills with the ability to interact effectively with both technical and non-technical stakeholders.

• Proficiency in English (TOEIC score of 620+ or equivalent) and native-level Japanese language ability.

• Hands-on experience with Windows-based platforms, networking concepts (DNS, TCP/IP), and desktop support tools.

• Familiarity with statistical analysis tools such as Minitab or JMP is a plus.

• Proficiency in Microsoft Office 365, including Excel, Word, PowerPoint, Outlook, and SharePoint.

Travel Requirements:

• Willingness and ability to travel internationally on short notice — up to 80% annually.

• Initial training period may include 3–4 weeks at an international training facility.

• Occasional long-term assignments at customer sites, potentially up to 12 weeks in duration.

Work Environment & Physical Requirements:

• Regular exposure to manufacturing environments, including cleanrooms and enclosed spaces.

• Must be physically capable of lifting and moving equipment (up to 50 lbs / 23 kg), and working in positions that involve standing, stooping, or squatting.

• Use of full cleanroom garments and respirators is required. Candidates must be able to pass necessary physical exams and respirator fitness tests.

• Visual acuity required for detailed technical work and troubleshooting.

• Ability to sit for extended periods for desk-based tasks.