Customer Engineering Technical Support Specialist – Austin, Texas

Fabworx is seeking a highly motivated technical professional to be based at our Austin, TX headquarters with regular travel in support of the business This role will lead customer-facing technical support and drive business growth across regional semiconductor fabs.

Responsibilities span both pre-sales and post-sales activities, including identifying customer needs, defining and developing new product solutions, guiding products through Fabworx’s development process or directly leading development efforts, installing equipment, managing product evaluations, and providing ongoing technical support.

This role will report to the Director –Customer Engineering and work closely with sales leadership. This role will support technical sales efforts, strengthen customer relationships across all organizational levels, and expand technical engagement at customer sites by providing subject matter expertise. The position will serve as a critical resource for advancing projects within the fab environment.

Additional responsibilities include the development of technical and marketing documentation such as white papers, application notes, installation procedures, technical presentations, and 8D reports.

Primary areas of focus include PVD, CVD, Etch, RTP, and Epi processes and tools.

Position Objectives:

·      Become a customer technical support person for Fabworx at specific fabs in your region, establishing a strong, embedded technical relationship

·      Become the primary company asset for moving projects forward within those fabs

·      Become a high-level training resource to customers

·      In conjunction with the engineering department, help to develop various new products

·      Provide outstanding technical customer support for various Fabworx products, primarily at your assigned fabs, but on occasion and as needed, at other places in the world

Primary Responsibilities/Expectations:

·      Working with Fabworx sales, provide technical presentations to prospective customers, and help coordinate technical sales efforts.

·      Become the technical communications bridge between Fabworx and customers in your region.

·      Develop key customer relationships across the management, engineering, and technician levels.

·      Lead in resolving any field Fabworx product performance issues.

·      Support the Fabworx product line at customers in your region, including upgraded hardware for Applied Materials Endura, Producer SE/GT, and Centura mainframes, etc. This includes installation, troubleshooting, calibration, and general customer support.

·      Work closely with customers to identify Continuous Improvement Process (CIP) product opportunities based on customer needs and existing tool shortcomings. Collect the needed data to define the product technically and its market opportunity. Guide these items through the development process and commercial success.

·      Be responsible for regional Beta testing and customer product evaluations, including collecting data and feedback for product fine-tuning. Drive evaluations to successful completion.

·      Collecting product field performance data that is useful for supporting other sales efforts, product improvement efforts, and general marketing requirements.

·      Help to develop and deliver various tool training modules to customers.

·      Occasionally travel to other regions worldwide as needed to support various other Fabworx activities and sister fabs of those in your region.

·      Help create Fabworx technical documentation (e.g., installation manuals, customer data, technical marketing presentations, training materials, etc.).

Education and Experience

• 8 years of experience working on semiconductor equipment, either in a customer support role or as a fab engineer
• Good general knowledge of wafer handling robotics in a variety of 300mm and 200mm process tools
• Hands-on experience with the AMAT Endura, Centura or Producer systems.
• Strong verbal and written communication skills, including command of the English language
• Ability to independently establish and maintain relationships with customers and co-workers

Related Traits

• Must have a strong attention to detail and an eye for identifying continual improvement opportunities
• Needs to be self-motivated and self-directed
• Comfortable with working in a less-structured work environment that focuses heavily on internal collaboration
• Desire to be in a role with long-term growth opportunity in a low-turnover company
• A conviction that industrial manufacturing should and can be environmentally conscious and the desire to do your part to help Fabworx environmental transition

We know there are strong candidates who may not meet every requirement listed and who have important skillsets we haven’t thought of. If that’s you, please apply and tell us about yourself..

Fabworx Solutions

Fabworx began in 2002 with a focus on improving the mechanical performance of semiconductor wafer processing equipment robots. That initial idea grew to now include an array of hardware innovations across PVD, CVD, Diffusion, Etch, RTP, and more. We have little interest in doing what others can do but cheaper. Instead, we focus on fixing problems few are addressing with our unrivaled products.

Our business reaches across the globe from the United States to East and Southeast Asia to Europe. We’re headquartered in Austin with branch offices in South Korea and Taiwan and distributors in ten other countries.

Who We Are:

• A family-friendly small company that’s light on red tape and heavy on novel thinking and creative approaches
• A company that respects your input and gives you a voice in company direction
• A just-right balance between teamwork and personal contribution
• An ISO-certified manufacturer that doggedly strives for zero defects
• A team doing all of this in one of the most unique office spaces in the East Austin community

What We Believe:

• This isn’t a job. It’s your career. We’re dedicated to your personal and professional growth.
• A good career and a good life are not incompatible. Take care of your loved ones. Use your PTO. Enjoy your life.
• Every business, no matter the industry or size, should urgently do what it can to reduce its environmental footprint.
• Business should be a force for good.

Benefits

• 15 Days Paid Time Off, Plus Major Holidays (12 Days Per Year)
• Company Bonus Program
• 401(k) with Company Matching
• Flexible Scheduling Options for Family Care Needs
• Medical, Dental, and Vision Insurance and Benefits
• Parental and Family Leave
• Short-Term and Long-Term Disability Insurance
• Life Insurance
• Health Savings Accounts and Flexible Spending Account Options

Diversity

Fabworx Solutions is an equal opportunity employer. We do not discriminate, period.