Technical Support Engineer – Handler/Prober

Technical Support Engineer delivering system-level expertise and second-line support for Advantest Handler and Die Level Prober systems, including problem diagnosis, remote and on-site assistance, and training delivery.

Responsibilities

• Provide second-level remote troubleshooting and on-site assistance for Advantest Handler and Die Level Prober equipment to customers and field service teams via telephone and web tools.
• Maintain readiness to handle escalation calls, including after-hours and weekend coverage when required.
• Collaborate with trained Customer Technicians and Advantest Customer Engineers who have attempted standard troubleshooting, and develop tailored approaches based on in-depth system knowledge and symptom analysis.
• Document call details clearly in support systems such as Oracle Teleservice for reference and future troubleshooting.
• Utilize remote connectivity tools like WebEx as appropriate to diagnose and resolve issues.
• Provide maintenance training on Handler and Die Level Prober equipment to external customers and Advantest field personnel.
• Act as a Knowledge Multiplier by absorbing training from Divisions and disseminating improvements to field staff.
• Deliver standard and customized maintenance training courses to customers and field service personnel.
• Develop maintenance training outlines and materials for system maintenance training aimed at FSEs and customer technicians.
• Collaborate with Division Customer Support and Learning Products teams to design and refine course materials.
• Manage escalation for critical or complex system problems.
• Serve as Technical Problem Manager within the Escalation Process, acting as the primary communication link between factory and field.
• Work with Division Customer Support to devise action plans addressing unique problems and guiding resolution efforts.
• Provide onsite technical expertise as needed to resolve system issues.
• Act as a field liaison to Manufacturing Divisions.
• Offer feedback to divisions regarding product quality, supportability, and service documentation.
• Participate in design-for-supportability reviews for new products and communicate field updates on new support developments.
• Undertake special technical or project management assignments as required.
• Provide initial installation and support for new products and subsystems during introduction and first shipments, coordinating with manufacturing to ensure successful deployment in early stages of product introduction.
• Provide project management and technical expertise for special assignments such as trade shows, large-scale customer projects, and other technical initiatives.
• Serve as a technical focal point for strategic Cooperative Support customers as assigned.
• Provide backup support to the local Support Delivery Team during peak workload periods.
• Provide backup coverage within the local geography during periods of peak workload or FSE unavailability to meet customer commitments and minimize travel.

Requirements

• B.S.M.E.T. or equivalent industry experience.
• 5 years of experience using or supporting Advantest Handlers or other probers.

Technologies

• Oracle Teleservice
• WebEx

Benefits

• Global Bonus Program
• 401(k) Plan
• Medical, Dental & Vision insurance (HMO, PPO, and HSA)
• Income Protection (life, disability, and accident insurance)
• Flexible Spending Accounts
• Employee Assistance Program
• Flexible Time Off
• Paid Holidays
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health savings account
• Paid time off
• Vision insurance

Locations

• San Jose, California, United States
• Austin, Texas, United States

Salary

USD 129,650 - 200,400 per year. Bay Area target salary range applies; DOE.

Work Location

In person (onsite).