MES - SW (Tech) Support Engineer III - (E3)

Key Responsibilities

The MES SW (Tech) Support Engineer is responsible for providing MES product support to customers. The principal activity of this position is answering customer's questions, reproducing customer issues and finding the resolution for Applied MES products (PROMIS / FW / Xsite / 300works / Pulsar) to resolve customer MES problems within defined timeframe. Host the regular or adhoc customer meetings to review current issues with customers and engineering team. Other responsibilities include product installation, standard product training, service delivery and pre-sales product consultation as well as providing consulting on product to domain mapping to other departments and implementation teams. Position is designated to different product line customers.

• Post-sales MES product support resulting in satisfied customers.
• Conduct MES installation and standard training to achieve customer requirements.
• Organize meetings concerning all phases of product support lifecycle internally and externally (issue information collection, trouble shooting, workaround discussion, solution implementation and regular issue review meeting).
• Determine solutions for customer MES issues. This includes analyzing and understanding customer reported issues and requirements, understanding the customer environment and documenting its processes and procedures, mapping the processes and procedures on MES application functionality and operation, preproducing the reported issues in test system, collecting the required log files and data, discussing solution with product engineering team. It also includes determining the requirements for functionality required beyond the standard product offering.
• Conduct presentations to customers describing Products.
• Document all issues in appropriate on-line tracking tools.
• Participate in documentation reviews as appropriate.
• Participate in on-going training to customers for sales and marketing issues.
• Keep up-to-date on new technologies and new products by attending classes, seminars, conferences, and/or presentations.
• Meet department and/or company quality standards.
• Perform according to department and/or company standards.

• Flexibility to multi-task and shift priorities to meet commitment
• Flexibility to travel worldwide to support customers
• Ability to systematically analyze and resolve problems.
• Ability to work independently.
• Ability to write and verbalize in technical subjects in English.

• Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines

• Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

• Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

• Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

• Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

• Explains difficult or sensitive information; works to build consensus

• Computer, Electronics & Industry bachelor's degree or MBA with Information system background.
• A minimum of 5-years' experience in configuring an MES system in a production semiconductor, LCD, LED & Solar environment.
• Expert knowledge of manufacturing systems as PROMIS, FW, Xsite, 300works and the wafer fabrication factory floor.
• Experienced for Windows, Redhat Linux, Tibco RV, Web Service and Oracle DB
• Excellent interpersonal, verbal, and written communication skills.