Veeco (NASDAQ : VECO) is a leading manufacturer of innovative semiconductor process equipment. Our proven MOCVD, lithography, laser annealing, ion beam and single wafer etch & clean technologies play an integral role in producing LEDs for solid-
state lighting and displays, and in the fabrication of advanced semiconductor devices. With equipment designed to maximize performance, yield and cost of ownership, Veeco holds technology leadership positions in all these served markets.
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.
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
Conducting customer training
2. Performs timely problem site management such as :
Triggering alert process 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 affect 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 file 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.
Associate or Bachelor degree in electronics, robotics, computer science, mechanical engineering or related field
Minimum of two years’ experience in field service support.
Experience of TSMC service support is a plus
Experience of Lithography or Wet process tools in the semiconductor industry 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 a home base
Computer literacy is a must