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 including 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 systems installed. The successful candidate would need to have 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 has to find solutions to problems of diverse scope, with the ability to identify best available methodologies and techniques. 

Responsibilities

Deliver services to assigned customers to ensure the systems operate at expected performance level constantly. Perform on-site installation, calibration, repair, preventive maintenance, upgrade, and customer training sessions. May work off-hours and on the weekend.

• Deliver on-site services such as:
  • Installation and planning (site planning, site inspection, installation)
  • Troubleshooting, problem solving, repair
  • Upgrade & engineering changes
  • Calibration
  • Preventive maintenance
  • Customer training
• Perform timely site management such as triggering alert processes appropriately to prevent excessive customer anxiety. Proactive communication, i.e. negotiations on alternative solutions, crisis management, critical activity tracking until issues eliminated. 
• Develop good rapport and partnership with customers by:
  • Advising customers on environmental factors such as humidity, power, air conditioning, hardware/software/application upgrades, etc., which may have impact on performance and operation efficiency of the systems.
  • Understanding the current and future operational support needs of assigned customers.
  • Having close communication with customers to ensure the maximum operational reliability of the systems.
• 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;
  • Consistently updating on assigned customers' support plans and requirements;
  • Creating/maintaining account files and updating customer information timely;
  • Collecting feedback on customer satisfaction and responding to customer concerns by frequent follow-up with assigned customers.
• Self improvement & development in:
  • Mastering Veeco Service Support Process and Alert/Escalation System;
  • Attending required training courses to build competency in domain technology; increasing productivity and professionalism;
  • Becoming a strong teamplayer at country and regional levels and cross different functions and disciplines. 
• Develop good practices by:
  • Submitting Weekly Time Sheets and Field Maintenance Report to account to keep record of time, expenses, and inventory billing, etc.
  • Following required safety practices defined by Veeco and customers’ site safety code.
  • Being fully accountable for assigned company assets, including laptop, tools, test equipment, service inventory, etc.
• Attend service meetings as assigned.
• Undertake other duties as assigned by Service Manager and/or Country Manager.

Qualifications:

Bachelor's degree in electronics, robotics, computer science, mechanical engineering or related field and a minimum of five years' experience in field service support. An equivalent combination of training and experience may be considered. Experience of 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
• 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 and facilitate customer meetings
• Proficient verbal and written communication skills in English 
• Mobility to travel frequently out of primary work location. Available to travel up to 35% of the time to other domestic or overseas customer sites, or overseas training workshops. 
• Computer literacy is a must.
• Must have the driver's license.

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.