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

Making a Material Difference is at the core of Veeco’s 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.

Veeco is seeking a Senior Technical Support Engineer to be located in Taiwan, whose primary responsibility will be to provide engineering level support to customers, customer support personnel, and field support staff who are focused on diagnosing, troubleshooting, repairing, and debugging our Laser Annealing products.

The Technical Product Support organization plays a critical role at Veeco working directly with our customers and Field Service representatives.

This position requires a "take charge" technical professional, with demonstrated problem-solving skills; a technical team leader.

As the liaison between the division and customer or field personnel, this role 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. You will also leverage your expertise of the system and perform instructional presentations to customers and field personnel regarding system operation, maintenance, and general technical papers.

Responsibilities

• Supports field system repair, installation, training or other supporting efforts.
• Provides on the job training to service engineers during installations and service escalations.
• Provides responses to both internal and external customers encompassing system facility requirements, operational performance, maintenance and process.
• Diagnoses system level failures and anomalies by direct (hands on) and indirect intervention(telecommunicate).
• Coordinates factory and field resources in response to field support request or customer escalation.
• Performs or assists in failure analysis of field equipment failures inclusive of providing recommendations for equipment return authorization.
• Develops product and application expertise for both system and sub-system level components.
• Administers and complies with all Environmental, Health, and Safety policy, procedures as set forth by Federal, State, and Company directives.
• Composes technical documents to be used by customers and company service personnel inclusive of procedures, troubleshooting guides, and technical bulletins.
• Collects and analyzes failure data and coordinate corrective action.
• Provides supplemental after-hours technical support for customers and field personnel.
• Actively participates in various meetings, including but not limited to account status, installation status and issues, new product introduction, design review, quality assurance, out-of-box quality, and FMEA.

Qualifications

BS Degree in Engineering or similar technical field and 8+ years of experience or MS and 6+ years of experience infield service, applications engineering, or customer support in a high-tech manufacturing environment relevant electrical and mechanical systems. In addition, the ideal candidate should have semiconductor capital equipment experience.

Other highlights include:

• CO2 laser experience.
• Must have good communication skills with a collaborative and team-building attitude.
• Must be proficient in both English and Chinese
• Must possess good organizational skills with an aptitude in formulating plans for system failure.
• Has experience in systems troubleshooting 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
• Has the demonstrated ability to multi-task and work with a cross-functional team in a matrixed organization.
• Has the ability to travel 20%-30% domestically and internationally.

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.