Field Service Engineer

2 weeks ago

Fremont, California, United States Illinois Tool Works Full time
Job Description:

Basic Function

A Key role in Brooks Semi Business Unit, Field Service Engineers are considered technical experts on Brooks Instrument products and have a strong understanding of the semiconductor applications in which they are used. The Field Service Engineer will support the sales team, work closely with other application engineers and technical support team, marketing, and engineering to help achieve business goals, manage product qualifications efforts and successfully deliver solutions to Brooks customers. A key technical resource, he/she will communicate current and future semi customer and applications requirements and be a contributor in New Product and Technology development roadmaps.

This position requires an experienced application engineer with a track record of working with Semiconductor companies (End Users or OEMs) to deliver deep customer satisfaction. It requires a self-starter who can simultaneously work closely with Key Accounts Sales organization to achieve business development goals, provide hands-on support to Key Customers and communicate and leverage the Semi BU resources. The consummate team player who will effectively negotiate with others to achieve win-win outcomes, maintain an open flow of communication, state expectations clearly and achieve desired results. The successful candidate needs to be able to exhibit a sense of urgency and help fuel the company's competitive edge by serving as a technical catalyst for innovative thinking.

Essential Duties and Responsibilities
  • Work directly with Brooks largest OEM customers to provide required support for existing applications and business processes.
  • Assist customers with application requirements, translate customers' needs and requirements into specifications for Brooks' products and services. Identify opportunities for new products or services
  • Assist customers with product selections, sizing and configuration to best fit customer application
  • Assist customers and Sales team with specific requirements not covered by the Brooks Instrument standard product offering.
  • Provide clear requirements and direction to the Product Management and engineering teams to drive Customer Back Innovation projects.
  • Work with Technical Support, Sales, Product Management, Quality, Engineering and Operations to resolve field issues and escalations at assigned customers in a timely manner with corrective actions fully completed and approved by customers
  • Manage customer new product qualifications. Be a key point of contact for all activities related to evaluation of Beta products at assigned customer accounts.
  • Track evaluations from initial installation through each step of testing through to final decision - document and share why we won or lost the opportunity.
  • Provide regular intelligence and report on key account evaluations and progress.
  • Regularly report on field issues and trends.
  • Maintain product awareness and provide required training to sales and customers.
  • Keep current with technological and competitive developments. Identify and understand existing and emerging semiconductor applications for Brooks' products and identify promising areas of research or technology that address current needs and have larger potential markets.
  • Communicate changes in customer requirements.
  • Support technical promotion of Brooks Instrument products.
  • Provide content for sales support and training materials that illustrate Brooks competitive product differentiators and enhance effectiveness of all selling activities.
  • Provide training to customers and sales organization
  • Other duties as assigned.
Education and Experience
  • BS degree in Engineering or equivalent technical background
  • Preferred minimum of 3 years of hands-on experience in field applications engineering role and support in the semiconductor industry.
  • Broad knowledge and understanding of semiconductor wafer processing equipment and processes (e.g. Plasms Etching, Chemical Vapor Deposition, Atomic Layer Deposition etc.)
  • Previous experience with control and measurement equipment, ideally with Mass Flow Controllers from Brooks Instrument or direct competitor's would be an advantage
  • Expert level knowledge of controls and communication protocols: DeviceNet, EtherCAT, RS485
  • Proven expertise in establishing and nurturing customer relationships. Extensive existing customer relations a plus
  • Must have proven success and demonstrated ability to solve customer problems and deliver customer satisfaction
  • Effective communication/customer interaction/presentation skills.
  • Ability to be flexible and deal effectively with change to balance competing business needs.
  • A degree in a technical field is required with a minimum 5 years' experience.
  • Excellent analytical, verbal, written, and presentation skills required.
Compensation Information:

$80,000 - $110,000

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