Field Service 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 Field Service Engineer performs intermediate customer support activities involving the installation, modification, repair and preventive maintenance of complex equipment and systems to ensure proper working order. This role is responsible for instructing customers in the 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 work on problems of diverse scope, while demonstrating judgment in selecting methods and techniques for obtaining solutions.

Responsibilities

Responsible for delivery of services to assigned customers to ensure that their systems operate at customer’s expected performance level constantly. Performs on-site installation, calibration, repair, preventive maintenance, upgrades and customer training sessions. May work off-hours and on weekends

1. Delivers on-site services such as:

• Installation and planning (site planning, site inspection, installation)


• Troubleshooting, Problem resolutions, repairs, fixes


• Upgrades, perform engineering changes


• Calibrations


• Preventive maintenance


• Conducting customer training

 2. Performs timely problem site management such as triggering alert processes appropriately to prevent excessive customer anxiety. Proactive communication, including negotiations on alternative solutions, and tracking of activities till problem resolution is complete. 

3. Develops an effective working relationship with customer through:

• Advising customers on environmental factors such as humidity, power, air conditioning, hardware/software/application upgrades, etc., that may affect the operation of the system.


• Understanding the current and future operational support needs of the assigned customers. Having close communication with customers to ensure the maximum operational reliability of their systems.

4. Be an effective member of the service team through:

• Submitting timely Weekly Time Sheet and Field Maintenance Report


• Proactive communication with the account team/management about customer activities.


• Updating and communication of customer support plans and requirements.


• Creating/maintaining account files and updating customer information timely.


• Getting feedback on customer satisfaction and acting on concerns by frequent contacts
  with assigned customers.

5. Improves personal expertise and effectiveness by:

• Becoming familiar with Veeco Service Support Process and Alert/Escalation System


• Attending necessary training to increase competency in assigned technology and to increase productivity and professionalism.


• Practicing teamwork within the country, region and across disciplines.

6. Develops good work practices in:

• Completing Weekly Time Sheets and Field Maintenance Report to account for time, expenses, 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.

7. Attends all service meetings as assigned.

8. Undertakes any other duties as may be assigned by Service Manager and/or Country Manager.

Qualifications

• Bachelor’s Degree in Electronics, Robotics/Mechatronics, Material Science Engineering, Mechanical Engineering, Electrical Engineering, Physics or related field.


• Minimum 5 years of hands-on experience in field service engineering or semiconductor packaging or advanced interconnect processes.


• Experience with Veeco Laser Annealing Equipment is highly preferred.

Knowledge, Skills & Abilities

• Demonstrated ability to communicate with customers to resolve technical equipment issue


• Demonstrated ability to work under pressure while ensuring customer satisfaction.


• Strong analytical and troubleshooting skills


• Strong presentation, written and verbal communication skills


• Ability to work in a team environment


• Ability to produce and present reports; participate in customer meetings


• Reading and Writing fluency in English


• Ability and Willingness to travel frequently out of home base

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 [email protected].