Technical Support Product Engineer

Based in Coopersburg, PA, this on-site role at Shellback Semiconductor Technology, LLC offers the opportunity to provide advanced technical support across the full Shellback product line. Travel to customer sites is required up to 50%. You will own high-level troubleshooting, escalation, and proactive product improvement, handling reactive issue resolution and standardization across the installed base.

Responsibilities

• Provide advanced remote technical support and on-site escalation support for Shellback systems across the full product portfolio.
• Troubleshoot electrical, mechanical, pneumatic, fluid, controls, PLC, HMI, heater, interlock, and subsystem-related issues.
• Lead structured problem-solving for tool-down events, unstable process conditions, recurring failures, and difficult commissioning or upgrade issues.
• Support Field Service Engineers with diagnostics, action plans, service strategy, and decision-making during customer-facing events.
• Create, update, and improve technical procedures, service instructions, troubleshooting guides, release notes, and knowledge articles.
• Capture field findings clearly and drive follow-up with Engineering, Manufacturing, Quality, and Product Management until closure.
• Review installed-base issues for patterns and recommend product, process, or documentation changes that improve reliability and serviceability.
• Participate in validation, release readiness, and field deployment planning for new products, retrofit kits, and upgrade packages.
• Lead or support customer escalation meetings when technical depth and structured communication are required.
• Support commercial alignment by providing technical input on quoted scope, upgrade assumptions, risk areas, and execution constraints when needed.
• Train and mentor Field Service Engineers and Customer Service teams on troubleshooting logic, platform differences, and known product risks.
• Escalate promptly when management support, engineering decisions, or commercial intervention is required.

Requirements

• Bachelor's degree in engineering.
• Minimum 5 years of electromechanical troubleshooting capability across semiconductor capital equipment or similarly complex automation platforms.
• Strong ability to read and interpret electrical schematics, P&IDs, wiring diagrams, mechanical drawings, BOM structures, and operation manuals.
• Working knowledge of PLC-based controls, I/O architecture, HMI systems, safety interlocks, heaters, pumps, valves, sensors, and utility interfaces.
• Ability to analyze problems using service history, logs, trends, alarms, hardware behavior, and field observations.
• Strong written communication with the ability to convert technical findings into clear field instructions and management-level updates.
• Comfort working independently under pressure while coordinating across multiple teams and time zones.
• Strong customer-facing judgment during escalations, including clear communication, scope discipline, and calm decision-making.
• Proficiency with standard business and technical tools, including spreadsheets, presentations, remote support tools, and issue-tracking systems.

Technologies

• PLC
• HMI
• Spreadsheets
• Presentations
• Remote support tools
• Issue-tracking systems

Core Scope

• Support the full Shellback product portfolio including Mercury, Torrent, Storm, CPT, SRD, sidecar/controller upgrades, heater systems, DI water and fluid subsystems, PLC/HMI controls, and safety-related assemblies.
• Stabilize customer tools by leading remote and on-site resolution of complex technical issues.
• Reduce repeat failures by driving root cause analysis, corrective actions, and field learning loops.
• Improve field execution by training, coaching, and technically supporting Field Service Engineers across product lines.
• Strengthen installed-base performance through trend analysis, documentation improvements, and tighter cross-functional follow-through.
• Help align technical scope, support strategy, and customer expectations during escalations, upgrades, and major service events.

Core-Functional Scope

• Field Service: direct technical backline support, escalation support, training, and field readiness
• Engineering: design feedback, issue reproduction, validation support, and corrective action follow-up
• Manufacturing: build quality feedback, recurring workmanship findings, and release-to-field readiness
• Quality: containment, nonconformance input, corrective action support, and field issue traceability
• Product Management: installed-base trends, upgrade needs, and voice-of-customer technical feedback
• Customer Service: technical clarity for scope, scheduling risk, parts dependency, and service planning