Provides onsite field service support through the performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems.
Troubleshoots either to resolve issues directly or through referring advanced issues to technical support resources. Acts as a customer service advocate, instructing customers in the operation and maintenance of the system.
DUTIES AND RESPONSIBILITIES
Excellent written and verbal communications skills.
Ability to use MS Word, Excel, Powerpoint, and electronic e-mail systems
Ability to analyze data and report problems, to complete accurate, comprehensive service reports, and to communicate technical issues to other technical staff.
Ability to collect, translate, and analyze data
Excellent customer service skills, with a solid foundation in and an understanding of the importance of relationship building.
Intermediate level of technical knowledge of electronics.
Ability to facilitate resolution of technical challenges.
Ability to apply advanced knowledge of installation, maintenance / repair, and troubleshooting at both the module and system level, while seeking expertise of more senior field service engineers where required.
Ability to read and analyze opto-mechanical and electronic schematics.
Must be able to successfully meet customer site access requirements such as : background checks, safety training, and cleanroom access (gowning and breathing apparatus).
For regions - oral and written English language skills preferred.
General proficiency with tools, systems, and procedures required to accomplish the job. May need to consult with higher level staff members on some technical issues.
Minimum of two (2) years of experience is required.
Minimum of one (1) year experience in optics, laser, and / or semiconductor manufacturing equipment experience is preferred.
Laser and vacuum experience preferred.
Has led one installation or significantly contributed to the successful installation of products at multiple sites.
Requires experience using the following software packages : Excel, Word, PowerPoint, LabView, Internet
Protocol, and Computer Networking.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee routinely is required to sit; walk; talk and hear; use hands to keyboard, finger, handle, and feel;
stoop, kneel, crouch, twist, crawl, reach, and stretch.
Must be able to apply hand manipulation for hand controls, and perform grasping and wrist / forearm rotation.
The employee may occasionally lift and / or move up to 50 pounds.
May require travel dependent on business needs.
May be required to climb or balance.
Must be able to use breathing apparatus.
Schedule may vary considerably to include evenings and weekends as well as long hours based on business needs.
May be assigned a compressed or alternate work schedule to meet customer needs.
May be assigned an "on call" type work schedule and may be required to respond to customers with little or no advance notice.
The environment generally is moderate in temperature and noise level.
Occasionally may be exposed to loud noise bursts and may be exposed to toxic gases (fluorine).
Must be able to work in small, confined spaces.