Field Service Engineer, LSA
Veeco
Hsinchu City,Taiwan
1天前

WHO IS VEECO?

Making a Material Difference is at the core of our DNA. For more than 30 years, we have developed differentiated technologies and built expertise and know-how that has enabled world-changing devices such as LED lighting, data storage, advanced computing and mobile devices to reach industrial scale.

We help customers overcome technical and cost barriers that make it possible to convert novel materials into high-yielding device performance at production volumes.

Our customers produce the newest, fastest, smallest, and most efficient electronic components used in devices to help deliver a better world.

We serve the semiconductor and emerging high-growth markets. Our process equipment and technology are used to manufacture advanced semiconductors, LEDs, displays, photonics, VCSELs, power electronics, compound semiconductors, hard disk drives, MEMS and wireless chips.

Overview :

The Field Service Engineer performs intermediate customer support activities involving the installation, modification, repair and preventive maintenance of complex equipment and systems to ensure proper working order.

This role is responsible for instructing customers in the operation and maintenance of the system. The successful candidate has the ability to work under general supervision following established policies and procedures to ensure company and customer quality standards are met.

In addition, this person will have the ability to work on problems of diverse scope, while demonstrating judgment in selecting methods and techniques for obtaining solutions.

Responsibilities :

Responsible for delivery of services to assigned customers to ensure that their systems operate at the customer’s expected performance level constantly.

Performs on-site installation, calibration, repair, preventive maintenance, upgrades and customer training sessions. May work off-hours and on the weekend.

1. Delivers on-site services such as :

  • Installation and planning (site planning, site inspection, installation)
  • Troubleshooting, Problem resolutions, repairs, fixes
  • Upgrades, perform engineering changes
  • Calibrations
  • Preventive maintenance
  • Conducting customer training
  • 2. Performs timely problem site management such as triggering alert processes appropriately to prevent excessive customer anxiety.

    Proactive communication, including negotiations on alternative solutions, and tracking of activities till problem resolution is complete.

    3. Develops an effective working relationship with customer through :

  • Advising customers on environmental factors such as humidity, power, air conditioning, hardware / software / application upgrades, etc.
  • that may effect the operation of the system.

  • Understanding the current and future operational support needs of the assigned customers. Having close communication with customers to ensure the maximum operational reliability of their systems.
  • 4. Be an effective member of the service team through :

  • Submitting timely Weekly Time Sheet and Field Maintenance Report
  • Proactive communication with the account team / management about customer activities.
  • Updating and communication of customer support plans and requirements.
  • Creating / maintaining account files and updating customer information timely.
  • Getting feedback on customer satisfaction and acting on concerns by frequent contacts
  • with assigned customers.

    5. Improves personal expertise and effectiveness by :

  • Becoming familiar with Veeco Service Support Process and Alert / Escalation System
  • Attending necessary training to increase competency in assigned technology and to increase productivity and professionalism.
  • Practicing teamwork within the country, region and across disciplines.
  • 6. Develops good work practices in :

  • Completing Weekly Time Sheets and Field Maintenance Report to account for time, expenses, inventory billing, etc.
  • Following all required safety practices, as defined by Veeco and / or the customers’ site safety code.
  • Fully accountable for assigned company assets, including laptop, tools, test equipment, service inventory, etc.
  • 7. Attends all service meetings as assigned.

    8. Undertakes any other duties as may be assigned by Service Manager and / or Country Manager.

    Qualifications :

    Bachelor's degree in electronics, robotics, computer science, mechanical engineering or related field and a minimum of five years' experience in field service support.

    An equivalent combination of training and experience may be considered. Experience of TSMC service support is a plus.

    Knowledge, Skills & Abilities :

  • Demonstrated ability to communicate with customers to resolve technical equipment issue
  • Demonstrated ability to work under pressure while ensuring customer satisfaction.
  • Strong analytical and troubleshooting skills
  • Strong presentation, written and verbal communication skills
  • Ability to work in a team environment
  • Ability to produce and present reports; participate in the facilitation of customer meetings
  • Reading and Writing fluency in English
  • Ability and willingness to travel frequently out of home base
  • Computer literacy is a must
  • Veeco is an Equal Opportunity / Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.

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