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Product Support Engineer
Santa Clara, CA
Job Description
Product Support Engineer
Location: Santa Clara, California, United States
(on-site)
Job Term: Full-Time
Semiconductor Division
Picarro is the world's leading provider of stable isotope and gas concentration measurement systems for science and industry. The company's products are designed and manufactured at Picarro's Santa Clara, CA headquarters. We are seeking an experienced Product Support Engineer with experience in
industrial analytic instrumentation, with preferences for technical competency in spectral gas analysis. In this role, the person will be the technical lead of the Semiconductor Division Service Team and
participate as an important contributing member of the Semiconductor Division. The service group plays a critical role in achieving overall customer satisfaction and business goals. Strong customer
relationship skills are required.
Responsibilities:
- Primary Picarro representative for supporting 3rd party partners and, as necessary, end customers. A combination of technical acumen and command presence is required for success. Role will include both pre-sales application support and post-sale service.
- Become an expert in all aspects of the technical maintenance and service of the Picarro Semi products.
- Lead service escalation team, including planning and subsequent execution of that plan.
- Develop and maintain training programs. This program will train our global 3rd party partners to provide maintenance and service of Picarro products at our end customers' locations in Semiconductor Fabrication facilities. Training program will also be used as basis for training new personnel in the department.
- Collect and analyze field reliability data and present findings to the rest of the organization to help guide improvement initiatives.
- Build rapport with other groups at Picarro, including the Research, Hardware Engineering, Software Engineering, Marketing, and Sales Departments.
- Delegate and direct service tasks; monitor progress of all current and pending projects.
- Identify optimization initiatives to further improve the group's productivity.
Education / Experience Required:
- BS in a Science or Engineering field, or applicable experience.
- 5+ years' experience as technical lead in service; experience with industrial analytical instrumentation or industrial products is preferred.
- Working experience in semiconductor fabs.
- Software design or test experience in a Linux environment desirable.
Requirements:
- Dynamic leader with a proven track record in customer service.
- Strong communicator and the ability to bring people together around shared goals and values.
- Works well under pressure and manages stressful situations with ease.
- Organized, efficient, and results- driven.
- Able to communicate effectively, both verbally and in writing.
- 40% international travel required.
Salary & Benefits:
The base salary range for this full-time position is $110- $150K. Your base salary and title will be determined based on the location, experience, qualification, skills, knowledge, level, and pay of other employees in similar positions.
We offer a comprehensive benefits package including:
- Medical, Dental, and Vision insurance
- Flexible Spending Account (FSA) and Health Savings Account (HSA) plans
- Life, Short-Term Disability and Long-Term Disability insurance
- Paid Time Off and Paid Holidays
- Employee Referral Program
- 401K
- Social events (summer picnic, holiday party, team lunches, etc.)
- On-site Health & Wellness programs (fitness challenges, outdoor bootcamp, flu-shots, etc.)
About Picarro:
We are the world's leader in timely, trusted, and actionable data using enhanced optical spectroscopy. Our solutions are used in a wide variety of applications, including natural gas leak detection, ethylene oxide emissions monitoring, semiconductor fabrication, pharmaceutical, petrochemical, atmospheric science, air quality, greenhouse gas measurements, food safety, hydrology, ecology, and more. Our software and hardware are designed and manufactured in Santa Clara, California and are used in over 90 countries worldwide based on over 65 patents related to cavity ring-down spectroscopy (CRDS) technology and are unparalleled in their precision, ease of use, and reliability.
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, social orientation, nor on the basis of disability. Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referrals.
If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Picarro, Inc. at for assistance.
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Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
5+ years
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