Senior Product Support Engineer

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 Technical Product Support organization plays a critical role at Veeco working directly with our customers and Field Service representatives. Veeco is looking for a Sr. Technical Support Engineer (TSE) to be located in Taiwan. In this position, the Sr. Technical Support Engineer provides a supporting role for the factory, Field Service and customer with minimal or no guidance. As the liaison between the division and customer or field personnel, the Technical Support Engineer is responsible for delivering support at all levels of tool operation, participate in various customer account meetings, respond to field escalations through coordination of factory resources and execute these supportive efforts through to resolution. In addition, the Sr. Technical Support Engineer leverages his or her expertise of the system and performs instructional presentations to customers and field personnel regarding system operation, maintenance, and general technical papers.

Responsibilities

• Must be able to travel, international and domestic, approximately 30% of the time in support of system repair, installation, training or other supporting efforts.
• Provide responses to both internal and external customers encompassing system facility requirements, operational performance, maintenance and process.
• Diagnose system level failures and anomalies by direct (hands on) and indirect intervention (telecommunicate).
• Coordinate factory and field resources in response to field support request or customer escalation.
• Perform or assist in failure analyses of field equipment failures inclusive of providing recommendations for equipment return authorization.
• Compose technical documents to be used by customers and company service personnel inclusive of procedures, troubleshooting guides, and technical bulletins.
• Collects, analyzes failure data and coordinate corrective action.
• Develops product and application expertise for both system and sub system level components.
• Administer  and comply with all Environmental, Health, and Safety policy, procedures as set forth by Federal, State, and Company directives
• Provide supplemental after hours technical support for customer and field personnel.
• Actively participate in and/or drive various meetings:
  • Account actions
  • Installation status and support
  • Escalations through model based problem solving
  • Design Reviews
  • FMEA
  • NPI
  • Quality Assurance
  • Etc.

Qualifications

B.S. degree in a technical field (EE) preferred and 8 years’ experience in field service, applications engineering, or customer support in a high-tech manufacturing environment relevant electrical and mechanical systems.

In addition, the ideal candidate must have:

• Semiconductor capital equipment experience.
• Good communication skills with a collaborative and team-building attitude.
• Good organization skills with an aptitude in formulating plans for system failure.
• Experience in troubleshooting systems and capability in forming a cross functional team for issue resolution.
• Experience interfacing with the marketing and sales organizations to manage product roadmaps and customer requests
• Demonstrated ability to multi-task and work with a cross-functional team in a matrixed organization.
• The ability to travel 20%-30% domestically and internationally.

Location: Hsinchu

Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.

Notice to Applicants:
All communication about open positions and hiring will come from someone with a @veeco.com email address. You will always have multiple interviews and meet several team members (in-person or virtually) before we present an offer. We may also check references or conduct a background investigation as part of the offer process. We will never ask you for money for any reason, especially to send equipment or for pre-employment training. If you have any questions or concerns, or if someone has reached out to you and you think it might be a scam, please get in touch with us at recruiting@veeco.com.