Field Service Engineer II

About the Role

This position entails the installation, service, troubleshooting, and repair of complex electronic and electromechanical equipment, site service, field process applications, and qualifications. The Field Service Engineer II operates as an independent “product expert” on select EVG product lines, assists in implementing detailed customer installation plans, and trains customer personnel on advanced equipment operation, maintenance, and process-related operations. The role provides onsite technical support for development and implementation of equipment and process applications and trains other Field Service Engineers on specific product lines.

Responsibilities

• Provides professional and courteous service to customers with a primary goal of complete customer satisfaction.
• Assists customers and other personnel in identifying and repairing equipment-related process problems.
• Performs onsite preventative maintenance, cleans equipment as required, and verifies operational quality.
• Performs start-up, warranty, paid service, and service contract activities, including hardware set-up within established time frames.
• Keeps management informed of equipment downtime situations and documents, logs, and reports activities as required.
• Troubleshoots and corrects process variations on systems, diagnosing hardware or process problems.
• Participates in local customer meetings and communicates professionally in face-to-face, group, email, and telephone settings.
• Prepares and submits all required paperwork on a timely basis and maintains equipment logs and records.
• Complies with all OSHA and customer safety requirements and stays current on prescribed training courses.
• Works overtime and/or travels on short notice, including unscheduled callouts, domestically and internationally (up to 20% of the time).
• Operates EVG hired vehicles safely, possessing a valid driver’s license and acceptable driving privileges.
• Trains other Field Service Engineers on specific product lines and company software (timecards, expense reporting, drawings, parts).
• Assists in onsite equipment installations or complex retrofits and obtains final acceptance by the customer.
• Utilizes training skills to troubleshoot tools, resolve issues, and minimize downtime to enhance customer satisfaction.
• Initiates purchase orders for parts and service and maintains/repairs company demo cleanroom equipment.
• Keeps informed and trained on company systems, methods, and procedures, including site safety.
• Demonstrates excellent customer service skills and exhibits good housekeeping practices in all work areas.

Requirements

• Associate degree or bachelor’s degree in a related engineering field plus two (2) years of experience, or up to four (4) years of experience installing/repairing semiconductor/electronic production equipment.
• Advanced electromechanical troubleshooting skills.
• Knowledge of quality improvement process methods and terminology.
• Ability to identify and solve advanced process-related system problems.
• Ability to communicate and demonstrate professional conduct with all levels of customers, management, and coworkers.
• Advanced PC skills (Windows, MS Office suite).
• Kepner-Tregoe Problem Solving and Decision Making training (preferred).
• Valid passport and ability to travel domestically and internationally up to 20% of the time.
• Valid driver’s license and acceptable driving privileges for operating EVG hired vehicles.

Physical Demands

• Regularly required to stand, sit, reach with hands and arms, stoop, kneel, crouch, crawl, and lift/move up to 50 pounds.
• Visual acuity required for detailed work.
• Frequent use of hands to finger, handle, or feel objects, tools, or controls, and occasional reaching above shoulder level.
• Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 75% of the time.