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Note: The candidates we need must have specific experience working on EVG Wafer Bonders or Aligners, and/or Suss Wafer Bonders or Aligners.
Field Service Engineer
SUMMARY: Field Service Engineer is responsible for installation and service of the company's products across the world, where assigned. This position requires 70-80% travel and many times travel at a moment's notice.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Is proficient on EVG and/or Suss Bonder and Aligner systems and demonstrates ability to acquire additional systems and applications. Performs startup activities through sign off with limited support. Able to complete activities with minimal assistance.
Completes quality repairs. Actively responds to fab issues by communicating with engineers in other locations and participating in escalation conference calls. May initiate or participate in projects to drive down costs or increase uptime. Ability to carry out action plans and report findings. Verifies operational quality of system equipment.
Follows all checklists and procedures and ensures correct Revs of procedures and schematics are available prior to performing work. May identify procedural issues.
Can perform most retrofits on equipment. Assists in process issues.
Applies diagnostic techniques and the use of documentation and test equipment with assistance from engineers.
Assumes responsibility for full customer satisfaction assuring excellent relations within assigned area. Demonstrates strong interest and knowledge of the customer's business. Builds and maintains customer satisfaction through clear, consistent communication and the sharing of collective knowledge. Is consistently able to operate in high pressure or ambiguous situations. Solicits customer feedback. Understands the impact of various actions/decisions on the account. Is aware of potential dissatisfies and escalates as appropriate. Develops and executes corrective action plans.
Performs BKM's. Actively engages in the use of knowledge management systems. Complies with all company guidelines.
Complies with all safety procedures and consistently demonstrates safety as a value.
Identifies problems and provides a plan of action for resolution and troubleshooting.
Assists in the timely resolution of escalated customer problems.
Assists with identifying parts needed for customer and providing this information to field service coordinator.
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Attends customer conference calls to drive issue resolution and provide recommendations.
Perform related duties consistent with the scope and intent of the position.
Must possess deep equipment maintenance skills and knowledge on wafer bonder or Aligner machines from Manufacturers EVG or Suss Bonders
Uses knowledge of how the team integrates with others to accomplish the team objectives
Builds and maintains customer satisfaction through clear, consistent communication and the sharing of collective knowledge
Provides solutions to problems in situations that are atypical or infrequently occurring based on practice and existing precedents or procedures
Impacts the quality, timeliness and effectiveness of the team; uses discretion to modify work practices and processes to achieve results or improve efficiency
Follow company protocols for visiting customers (arrive at fab on time, wear C1 uniform, per our manual).
Explains technical information within the team
Convey effective verbal and written communication skills.
Highly efficient communicator, responding to customers effectively and quickly (same day or very next day) either via email or telephone.
When the FSE are not traveling they are expected to help at company headquarters as assigned by their manager (e.g. writing procedures, building tools or testing tools on the production floor).
Associate's Degree or Technical Background
4 - 7 Years of Experience
Client benefits include; medical, dental, 401(k), and profit sharing bonus plans. They are willing to pay for relocation expenses (amount depends on origin location.)