Senior Field Service Engineer, Hokkaido, Japan

2週間前

Shimosuwa Veeco

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

Overview

The Senior Field Service Engineer perform routine 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 instruction following established policies and procedures to ensure company and customer quality standards are met. In addition, this person will work on problems of moderate scope and demonstrates judgment within a defined procedures and practices to determine appropriate action.

Responsibilities

  • Install, modify, upgrades, repair and perform preventive maintenance procedure on Ion beam products equipment and systems following SOP policies, procedures and work direction of manager, supervisor or site lead.
  • Train and support customer personnel in equipment operation.
  • Interface with customer to ensure customer satisfaction with equipment and service levels. Prepare ARs for the issues at customer site, and other reports as required in a timely and efficient manner. Appropriate communication with regional service team members, supervisor and manager to address the issue. Proactive communication with factory side members in the United States, to resolve faced issues, through emails, telephone, web conference call or such. Maintain and drive an issue list as site project with alignment to customer and Veeco.
  • Conform at all times to Veeco and customer's safety, cleanliness, and working protocol policies to maintain a safe and clean work environment.
  • React to change productively and perform other duties as assigned.
  • Becoming familiar with Veeco Service Support Process and Alert/Escalation System
  • Undertakes any other duties as may be assigned by Service Manager and/or Country Manager.
  • Attend seminars/conferences on pertinent topics to increase the Veeco knowledge base of standards or new ideas.

    • Qualification
    Bachelor's or college degree in electronics, physics, mechanical engineering or related field, and a minimum of 8 years' experience in industry, preferably with experience in field service support or equipment maintenance in Semiconductor production. Experience of vacuum equipment is a plus.

    Knowledge, Skills & Abilities

  • Capability of reading and Writing fluency in English.
  • Ability of English communication skill to express the issues faced at customer site against Veeco US factory team
  • Demonstrated ability to communicate internally and externally, to resolve technical equipment issue
  • Ability of customer management and project management.
  • Demonstrated ability to work under pressure while ensuring customer satisfaction.
  • Ability to work in a team environment
  • Ability to produce and present reports; participate in the facilitation of customer meetings
  • Ability and willingness to travel frequently out of home base
  • Computer literacy is a must.

    • Work Location

    Chitose, Hokkaido

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