Field Service Engineer II - Travel

Job Description

Job Description

Job Title : Field Service Engineer - Travel

Reports to:  Regional Field Service Supervisor – North America

Classification:   Non-Exempt

Summary:

This position entails the installation, service, troubleshooting and repair of complex electronic and electromechanical equipment, site service, and field process applications and qualifications. In addition, the position is accountable for being able to operate as an independent “product expert” on several EVG product lines. Capable of assisting in the implementation of detailed, complex customer installation plans for reliability ,  process qualification ,  and sign-off. Training customer personnel on advanced equipment operation, maintenance procedures and process related operations. Provides onsite technical support for development and implementation of equipment and process applications. Mentors other Field Service Engineers on EVG equipment software and mechanical systems.

Essential Duties and Responsibilities:

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

1. Provides professional and courteous service to customers with a primary goal of complete customer satisfaction.
2. Assists customers and other personnel in identifying and repairing equipment related process problems.
3. Performs onsite preventative maintenance, clean equipment as required and verify the operational quality of equipment.
4. Performs start-up, warranty, paid service, and service contract activities. Performs hardware set-up on specified systems within established time frames.
5. Keeps Management informed of down situations. Documents, logs, and reports activities as required.
6. Troubleshoots and corrects process variations on systems. Diagnoses sources of hardware or process problems on equipment, facilities, or wafers.
7. Prepares and conducts local customer meetings and communicates orally with customers in face-to-face, one-on-one settings, group settings and communicate professionally by email and telephone, as needed. Completes onsite equipment installations or complex retrofits on equipment and obtains final acceptance by the customer.
8. Prepares and submits all required paperwork on a timely, routine basis.
9. Maintains all assigned equipment logs and records promptly and thoroughly.
10. Works overtime and/or travel on short notice, including unscheduled callouts from home and other shifts, as needed.
11. Must be able to travel domestically and internationally overnight, as needed, up to 75% of the time. Must possess a valid passport.
12. This position requires the use of EVG hired vehicles on EVG business. Individuals must be physically capable

of operating the vehicles safely, possess a valid driver’s license and have acceptable driving privileges.

1. Trains other Field Service Engineers on specific product lines and company software (timecards, expense reporting, drawings, parts)
2. Completes onsite equipment installations or complex retrofits on equipment and obtains Final Acceptance by the customer.
3. Ability to utilize training skills to troubleshoot tools to resolve issues and minimize downtime. Keeps equipment running properly and efficiently to enhance customer satisfaction.
4. Able to perform tasks and job functions with limited supervision; mentors and provides technical assistance and training to less experienced personnel.
5. Assists with improving Standard Operating Procedures (SOP’s) and other written documentation.
6. Recommends appropriate action and maintains ongoing awareness of existing and potential situations; handles equipment and customer situations while informing Management of developments on a timely basis.
7. Other duties, as assigned. 

Additional Duties and Responsibilities:

1. Initiates purchase orders for parts and service.
2. Maintains and performs repairs on company demo cleanroom equipment.
3. Keeps informed and trained on the company’s most current systems, methods, and procedures, including site safety.
4. Demonstrates excellent customer service skills (foreign and domestic).
5. Exhibits good housekeeping practices in all work areas.
6. Assists in planning the daily work schedule within assigned territory to ensure completion of preventative maintenance and remedial maintenance.
7. Mentors and provides technical assistance and training to less experienced personnel.

Qualifications / Education / Skills and Experience:

1. This position requires an associate degree or bachelor’s degree in a related engineering field plus four (4) years of experience or up to six (6) to ten (10) years of experience installing/repairing semiconductor/electronic production equipment.
2. Advanced electromechanical troubleshooting skills.
3. Knowledge of quality improvement process methods and terminology.
4. Ability to identify and solve advanced process-related system problems.
5. Ability to communicate and demonstrate professional conduct with all levels of customers, management, and coworkers.
6. Must have advanced PC skills (Windows, MS Office suite).
7. Must have Kepner-Tregoe Problem Solving and Decision-Making training.

Physical Demands:

1. While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds. Visual acuity required. Individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally.
2. Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 75% of the time.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employee will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.