Senior Field Service Engineer

4 weeks ago


Santa Clara, United States Orion Talent Full time

Position Details:

Title: Engineer in Charge (EIC)

Location: Santa Clara, CA

Shift: Day shift, typically M – F

Compensation: $150K depending on experience and qualifications and annualized bonus.

Benefits: Medical, dental, vision and 401K (see website for more information). Excellent professional and personal development opportunities in an international company. Very collegial and motivated team with short communication channels. Top-equipped workplace (modern office, laptop, height-adjustable desk)

Travel: Primarily local but expected to travel for training purposes-

Expect extended travel (8-10 weeks) in Austria after 90 days of OJT stateside


Responsibilities:

• Lead a growing team of professional Field Service Engineers in Santa Clara, CA

• Internally align on and direct the activities related to the installation, annual preventive maintenance and issue resolution of a growing fleet of Multi-beam mask writers;

• Assess the appropriate assignment of resources to tasks and activities depending on tool status and customer requirements

• Manage on-call support coverage by the Field Service Engineering team

• Have a hands-on role in supporting the team during peak demand and critical escalation situations

• Meet or exceed the demanding expectations of’ leading US customer in terms of equipment performance to KPIs (tool availability, uptime, and MTTR, etc.)

• Ensure that the defined methodologies and procedures are uniformly followed and provide feedback to Headquarters regarding improvements, gaps, or necessary changes

• Take full accountability for driving special taskforce teams that handle customer escalations and challenging incidents, including professional and regular communication with both the customer and headquarters functions


• Ensure seamless and transparent communication of all status updates both to US and to Operations leadership in Austria

• Maintain fully up-to-date tool and fleet KPI tracking and ensure data integrity and reliability of the metrics

• Maintain and build excellent customer relationships with local Tool Owners and other key customer stakeholders

• Lead regular fab-related customer meetings with a focus on updating the ongoing and planned issue-resolution, installation, and Annual Preventive Maintenance activities of your team

• Partner with the Logistics Administrator for the US team to ensure accurate tracking and provisioning of spare parts and consumables to meet customer KPIs

Qualifications:

• Bachelor’ of Science degree in an Engineering discipline

• 5+ years of Field Service experience with a minimum of 3 years in a leadership position

• At least 3 – and preferably 5 – years of customer-facing experience coupled with good communication – written and verbal - skills

• Exhibit good problem-solving skills coupled with a natural curiosity and project- or program-management experience

• Excellent interpersonal skills, enjoy being part of and integrating with a global team

• You are excited to be part of a fast-paced and fast growing entity



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