Technical Support Engineer, Korea

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

Veeco is seeking a Technical Support Engineer 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. Responsibilities include responding to situations where first-line field service support has failed to isolate or fix issues with hardware and ensure delivery of optimal results. This position requires a "take charge" technical professional with demonstrated problem-solving skills and a technical team leader with strong customer service orientation and experience. The technical support engineer will lead the local team by analyzing incoming issues and creating action plans, then tracking the action plan, ensuring customer satisfaction.

Responsibilities

• Assess, troubleshoot, and resolve situations where Field Service has been unable to solve customer’s technical hardware issues
• Work collaboratively with customers in potentially business-critical situations while providing professional and responsive technical expertise
• Work with customers and other internal teams to develop potential solutions to technical problems, determine final solutions, and assist customers in implementing the resolution.
• Provide technical feedback to engineering concerning product changes and enhancements, design, reliability, maintenance problems, or bugs.
• Track and analyze supplier Original Equipment Manufacturer (OEM) calls, authorizing Field Service use of OEM resources.
• Track expenditures and activities, providing a bi-weekly report to Technical Support management
• Supervise customer escalations, ensure the team is working on the appropriate tasks, is on schedule, and ensures customer satisfaction.

Qualifications

BS degree in Engineering, Computer Science, or related experience and at least five years of experience in a customer-facing technical support or engineering position in the semiconductor capital equipment industry. 

Knowledge, Skills, and Abilities

• Strong project management skills and ability to work well independently or as a part of a team.
• Excellent verbal and written communication and personal interface skills are needed.
• Fluent in reading and writing in English; Korean is desired. Strong understanding of electrical, mechanical, pneumatic, and optical systems; HVAC and cooling/chiller technology experience is desired.

• Experience with SAP desired.
• Must be able to travel domestically and internationally up to 25%.

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.