Senior Product Support Engineer

2 days ago

Horsham, Pennsylvania, United States Veeco Full time
About Veeco

We're a leading technology company that designs, develops, and manufactures cutting-edge machines used by our customers to create essential devices that drive the digital age. Our technology is all around us, from smartphones to cloud-based services, high-speed wireless communication, and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming, and more.

Job Summary

We're seeking a Senior Product Support Engineer to join our growing team. As a key member of our technical support team, you will be responsible for ensuring customer satisfaction by addressing and resolving technical issues related to Veeco Precision Surface Processing (PSP) Wet Process Equipment.

Responsibilities
  • Manage field escalations by coordinating factory resources and executing supportive efforts through resolution.
  • Diagnose and resolve complex technical problems, providing timely and effective solutions.
  • Collaborate with cross-functional teams to address and resolve customer concerns.
  • Provide technical support to field service engineers and technicians.
  • Assist in troubleshooting and resolving technical issues encountered during field service operations.
  • Provide updates in response to field support requests or customer escalations.
  • Assist in failure analyses of field equipment failures.
  • Compose technical documents to be used by customers and company service personnel, including procedures, troubleshooting guides, and technical bulletins.
  • Work with field resources to collect and analyze failure data and coordinate corrective action.
  • Provide occasional after-hours technical support for customers and field personnel.
Qualifications
  • Bachelor's degree in a technical field with a minimum of 8 years of related experience in a field service and customer support capacity, or a Master's degree with 6 years of experience is preferred.
  • Experience supporting high-tech manufacturing environments related to electrical and mechanical systems is required.
  • Knowledge, Skills, and Abilities:
    • Understanding of equipment and process controls in the Semiconductor Industry preferred.
    • Excellent communication skills, both written and verbal.
    • Strong interpersonal skills, working with cross-functional teams and other groups within and outside the organization.
    • Strong problem-solving skills and the ability to work under pressure.
    • Ability to formulate action plans related to system failures and recovery.
    • Understanding of wet processing equipment (Clean, Strip, Etch, and Liftoff) very helpful.
    • Ability to travel domestically and internationally up to 30% in support of Key and Strategic Installations, Customer Escalations, and New Product Introduction.

We offer a competitive salary range of $89,071 - $112,824, plus bonus opportunity. Other benefits include medical, dental, and vision, employee stock purchase plan, 401(k) with company match, holiday, vacation, and sick time, flexible spending accounts, commuter benefits, life and accident insurance, disability insurance, tuition reimbursement, employee assistance program, and identity theft remediation.

Veeco is an Equal Opportunity/Affirmative Action Employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment.

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