Field Service Engineer, LSA

About Veeco
You probably don’t realize it, but what we do at Veeco touches the lives of every person, every day. It’s a bold statement, but it’s true. From the smartphones in our pockets that access the world’s collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us. 
 

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world’s leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.
 

We’re looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.

Overview

The Field Service Engineer performs intermediate customer support activities involving installation, modification, repair and preventive maintenance of complex equipments and systems to ensure proper working order. This role is responsible for instructing customers in 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 tackle issues of diverse scope, while demonstrating knowledge in adopting methodologies and techniques for problem solving. 

Responsibilities

Responsible for service delivery to assigned customers to ensure systems operate at expected performance level consistently. Perform on-site installation, calibration, repair, preventive maintenance, upgrades, and customer training sessions. May work off-hour and on weekends when needed.

• Deliver on-site service such as:
  • Installation and planning (site planning, site inspection, installation)
  • Troubleshooting, problem solving, repairs,
  • Upgrades, engineering changes
  • Calibrations
  • Preventive maintenance
  • Conducting customer training
• Perform timely issue management on site such as triggering alert process appropriately to prevent excessive customer anxiety.  Proactive communication, including negotiation for alternative solutions, and activity tracking until particular solutions are available.
• Develop strong relationship with customers through:
  • Advising customers on environmental factors such as humidity, power, air conditioning, hardware/software/application upgrades, etc., which may have impact on the systems' operation.
  • Understanding the needs of existing and future operational support of assigned customers. Having close communication with customers to ensure the systems' maximum operational reliability.
• Be an effective member of the service team by:
  • On-time submission of Weekly Time Sheet and Field Maintenance Report
  • Proactive communication with the account team/management about customer activities.  Keeping update and communicate on customer support plans and requirements.
  • Creating/maintaining account files and updating customer information in a timely manner. 
  • Collecting customer satisfaction insight and feedback. Understanding assigned customers' concerns through frequent engagement.
• Improve individual expertise and effectiveness by:
  • Mastering Veeco Service Support Process and Alert/Escalation System
  • Attending necessary trainings to build competency in assigned technologies and improve productivity and professional skills.
  • Demonstrating teamwork within country, region and across disciplines.
• Develop good work practices in:
  • Completing Weekly Time Sheets and Field Maintenance Report for effective management of time, expense, 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.
• Attend all service meetings assigned.
• Undertake duties assigned by Service Manager and/or Country Manager.

Qualifications

Bachelor’s degree in mechanical or electrical engineering or related fields with minimum five years of installation and servicing experience, or three years and a Master’s degree. An equivalent combination of training and experience may be considered.  Experience in TSMC service support is a plus.

Knowledge, Skills & Abilities

• Demonstrated ability to communicate with customers to resolve technical equipment issues.
• Demonstrated ability to work under pressure while ensuring customer satisfaction.
• Ability to produce and present reports; participate in the facilitation of customer meetings.
• Excellent analytical/troubleshooting skills and superior mechanical competence.
• A team player with positive thinking
• Strong presentation, written and verbal communication skills.
• Good spoken and written skills in English.
• Ability and willingness to frequently travel outside of the work location. Must be willing to travel up to 35% of the time to other domestic and international customer sites, overseas training. 
• Computer literacy is a must.
• Driver’s license 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.