Customer Support Technical Training IV - (E4)

Key Responsibilities

• Conducts semiconductor equipment training needs assessment by collecting information pertaining to work procedures, workflow, and functional knowledge from the experts;
• understanding job-specific functions and tasks; maintains product technical knowledge sufficient to prepare and present defined product courses;

disseminates new information to training and business unit staff.

Communicates with product groups to obtain current product information for course updates; manages multiple projects of diverse scope and complexity;

directs project team members. Represents AGS TS at divisional meetings, external conferences, and industry task force activities.

• Determines system utilization requirements by researching and testing systems.
• Utilizes Technical Publications and System Product Business Groups to maximize technical documentation efficiencies; occasionally develops customized training materials per customer needs;
• trains others in standard course development process / Instructional System Design (ISD); ensures the correct revisions of product procedures and schematics;

identifies and corrects procedural issues with the business unit.

• Lead NPI training development projects with minimal support; works closely with Instructional Design (ID) team liaison to develop curriculum, schedules, exams, and other training materials, following a predefined process;
• develops hardware training student guides by identifying and describing information needs; using basic desktop publishing (PowerPoint and Word);

submitting initial versions for review; revising and editing final copy.

• Follow existing development process and guidelines set forth in our Course Development Handbook.
• Maintains safe and healthy training environment by following organization standards and legal regulations; Provides technical expertise and troubleshooting skills to assist with system repairs;

ensures system functionality can support course objectives; ensures all safety retrofits are installed on the training systems.

• Presents technical training in house and at customer sites; conducts training classes by presenting job-specific classroom and hands-on learning environments and opportunities;
• manages classroom / lab activities to ensure fulfillment of course objectives; presents and practices safety per procedure;
• may train during off shift and / or weekends as assigned; actively certifies others; establishes new certification requirements;

Evaluates training by evaluating effectiveness of training to specific job applications.

Provides coaching and leadership to other instructors; serves as mentor to junior instructors for class delivery, technical development, and certification;

anticipates, prevents and resolves customer satisfaction issues.

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions;

troubleshooting malfunctions; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.

• Maintains quality service by establishing and enforcing organization standards; demonstrates knowledge and understanding of the AGS Training Services organization and operations and the AGS organization;
• informs customers of additional AGS TS courses / products available; assists Marketing in building customer relationships and selling AGS TS products;

analyzes customer issues / needs to determine future training opportunities; deliver training solutions for customer needs.

• Maintains technical and instructional knowledge by attending educational workshops, reviewing publications, etc.
• Contributes to team effort by accomplishing related results as needed.
• Must complete and maintain Instructorship Certification within first 12 months.
• Must follow strict guidelines on ensuring IP protection throughout development and delivery.
• May require both domestic and international travel (up to 30%)

Functional Knowledge

Demonstrates conceptual and practical expertise in own discipline and basic knowledge of related disciplines

Business Expertise

Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market

Leadership

Acts as a resource for colleagues with less experience; may lead small projects with manageable risks and resource requirements

Problem Solving

Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information

Impact

Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies

Interpersonal Skills

Explains difficult or sensitive information; works to build consensus

Travel :

Position requires the ability to travel for up to 40% in the first year while completing initial training and up to 30% thereafter.

Qualifications / Experience :

• Bachelor degree in engineering, education, or training, PLUS 4 years of professional semiconductor equipment experience in installation, programming, safety, maintenance, operation, troubleshooting, and repair of semiconductor machinery equipment (such as robots, programmable controllers, power supplies, pneumatics, vacuum systems, power distributions, facilities, high voltage systems, high current systems, and robot controllers), following manuals, specifications, blueprints, and schematics, and using hand tools, measuring instruments, and testing equipment.
• If no bachelor’s degree, 6 years of professional semiconductor equipment experience.
• 2 years of formal or informal experience in education, performance-based training, or training / presentation delivery to external customers is desirable.
• Preferred - Nationally recognized certification in Instructional Design or 2 years of formal or informal experience in curriculum development and / or instructional design.

Attaining Friesen, Kaye and Associates (FKA) instructional designing certification is a plus.

Preferred Experience with AMAT Semiconductor Equipment Highly desired.

Skills Required :

Excellent communication, presentation, problem solving, teamwork and interpersonal communication skills; Resourceful, able to work and learn independently where necessary;

Highly self-motivated and dedicated professional.

• Presentation skills, written communication, training delivery, project / information management, self-development, presenting technical information, self-confidence, dealing with complexity, Microsoft Office skills.
• Equipment use would include office equipment, power supplies, oscilloscopes, logic analyzers, volt meters, soldering irons, hand tools, power tools, and personal computers.
• Semiconductor equipment skills : operations, preventive maintenance, corrective maintenance, alignments, calibrations, and system-level troubleshooting skills on analog / digital electronics.
• Knowledge of MS Windows applications and computer networking a plus.
• Experience in e-Learning a plus.
• Experience in videography and photography a plus.
• Experience in application or usage of advanced technologies (AR, VR, CGI) highly desired.

Qualifications

Education : Bachelor's Degree

Bachelor's Degree

Skills : Certifications :

Certifications : Languages :

Languages :

Years of Experience :

7 - 10 Years

Work Experience :

Additional Information

Time Type : Full time

Full time

Employee Type : Assignee / Regular

Assignee / Regular

Travel : Yes, 25% of the Time

Yes, 25% of the Time

Relocation Eligible :

U.S. Salary Range :

$96,000.00 - $132,000.00

The salary offered to a selected candidate will be based on multiple factors including location, hire grade, job-related knowledge, skills, experience, and with consideration of internal equity of our current team members.

In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation such as participation in a bonus and a stock award program, as applicable.

For all sales roles, the posted salary range is the Target Total Cash (TTC) range for the role, which is the sum of base salary and target bonus amount at 100% goal achievement.