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 Skil