Responsibilities
Second line support
- assisting when requested for PROTO system;
- solving technical issues/machine errors by analysing, troubleshooting and repairing;
- communicating with the Machine Father to discuss actions carried out so far and possible other solutions;
- consulting the 3rd/ 4th line in case of complex problems;
- presenting escalation topics during escalation meeting on request from the client;
- creating a plan for longer service actions to be presented to customer;
- ensuring all necessary parts/tools are in place for service actions;
- performing system recovery including Alignment if requested by customer;
- assisting D&E with Development tasks and taking the lead in case system recovery is required.
System Install Support
- creating Disturbance Notifications in case of escalations needed;
- ensuring that the entire system works to its specifications by following the prescribed protocols and performing test runs;
- measuring and examining installed systems, using complex measuring equipment;
- assisting SAT engineers in performing SAT measurements if needed;
- perform Alignment if needed upon request from installation team;
- maintain close communication to 3rd and 4th line support on advanced issues in case solving these locally proves to be difficult;
- reporting progress or possible problems to Technical Coordinator or responsible office staff;
- coaching and instructing less experienced engineers on performing the same tasks.
Product development
- Reporting directly to 3rd line, escalation coordinator or office in case of escalations;
- proposing possible product changes to simplify the commissioning / SAT, increase efficiency or to increase service possibilities;
- reporting product improvements in additional documents;
- giving feedback on received procedures.
Administration
- Writing test & product reports and filling in the respective documents (OCAPs/ Product reports/ JIRA topics);
- timely reporting of hours worked and provided work in SIS;
- correcting documentation and giving feedback to the respective department.