Job Position: Senior Field Service Engineer
Duration: Full-time
Location: Austin, TX
Job description:
Field Service Engineer who is a self-starter, has a positive attitude, is a team player, and can support our systems at the customer site in a professional manner. The FSE will perform engineering and technical activities, while utilizing company's R&D teams to direct technology development of new products.
Responsibilities:
- Support Client and End Users service as defined under Client's warranty and service support agreements
- Maintain proper reporting methods for all activities of customer support as defined by Service Manager
- Assist in new equipment installations, "add-ons," and upgrades
- Produce regular reports to customer and Client management
- Provide customer training and retraining
- Ensure an adequate level of know how among customers' 'users'
- Manage Client's parts inventory at the locations assigned to this position
- Assist in setting Client's spare parts to maintain proper levels of stock in accordance with Company policy
- Repair parts and components according to general service policy
- Verify that spare systems are stored properly and are available without delay when needed
- Provide sales support and sales related information
- Collaborate with sales and customer on-site evaluations
- Be familiar with customer operating methods, procedures, and policy
- Adhere to customers' site policies and guidelines with regards to safety, performance and behavior
- Maintain customers' information with the utmost confidentiality
- Provide customer support during working schedule as defined by service contract
- Be prepared to support the customer beyond the defined working schedule as required
What will make you succeed in the role?
- Ability to work effectively in a multifunctional team, serving as a liaison between customers, Tech Support, Applications
- Excellent problem-solving skills
- Strong analytical, data analysis and diagnostics ability
- Excellent written and oral communications
- Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures
- Strong project and time management skills
- Excellent customer relations and communication skill.
- Excellent escalation management skills
- Ability to be self-sufficient, capable of completing tasks with minimal supervision, taking ownership of work without continuous guidance nor direction from manager
Requirements:
- Bachelor degree in Electrical / Mechanical Engineering or equivalent experience
- Minimum 3 years of experience
- Ability to perform manual and physical labor in cleanroom environment
- Must be able to bend, crawl & work in and around systems within semiconductor fab
- Strong mechanical and electrical aptitude with independent troubleshooting ability with high-vacuum experience strongly considered
- First level software troubleshooting and support
- Previous experience working with multi-discipline semiconductor metrology equipment preferred with cleanroom experience
- The FSE should have working knowledge of integration with different equipment platforms and communication protocols such as SECS/ HSMS
- Understanding of semiconductor practices, safety, ergonomics, and yield requirements.