Senior Field Service Engineer

About the role

The Sr. Field Service Engineer (Sr. FSE) is a senior technical expert and the primary face to our customers, serving as the frontline liaison between the customer, engineering, and manufacturing teams. The Sr. FSE's primary responsibility is the hands-on installation, commissioning, and maintenance of our capital equipment tools at customer sites. Additional responsibilities include mentoring junior FSEs, developing and delivering technical training, providing field-based continuous improvement feedback to engineering, and staying current with the latest technology and system changes to ensure delivery of the best possible customer service experience.

What you will do

• Perform installation, commissioning, and qualification of Integrated Wafer Processing tools consisting of laser systems, robot handling, pre and post wafer cleaning systems, and metrology systems at customer sites
• Execute preventive & corrective maintenance on capital equipment tools to minimize customer downtime
• Lead and perform timely troubleshooting and repair of equipment at the customer’s site and/or via remote telephone support as required
• Verify final acceptance and release of products and assemblies according to test and acceptance criteria
• Facilitate site audits prior to installation to ensure customer sites meet all system requirements
• Prepare detailed service reports, work orders, and documentation for knowledge sharing and continuous improvement
• Mentor and provide on-the-job technical guidance to junior Field Service Engineers
• Develop and deliver technical training content for Field Service Engineers and customers
• Actively collaborate with engineering and manufacturing teams to provide field feedback on design and process improvement opportunities
• Ensure timely processing, documentation, and invoicing of work orders, customer orders, and service calls according to guidelines
• Reinforce adherence to all health and safety requirements both internally and during customer service calls

What we are looking for

• 7+ years of hands-on capital equipment experience in a field service role
• Experience working with lasers, optical assemblies, servo systems, and/or robotics
• Proven ability to independently troubleshoot and resolve complex technical issues on capital equipment
• Experience performing installations and commissioning of semiconductor or similarly complex capital equipment
• Ability to create and maintain service documentation and training materials
• Excellent communication and interpersonal skills with a customer-first attitude
• Strong organizational skills and ability to manage time effectively to meet service commitments
• Ability to work independently in remote field environments with minimal supervision
• Engineering or Technical degree, or equivalent experience in a related field
• NetSuite experience a plus
• Up to 35% of annual travel may be required
• Ability to obtain and maintain a valid passport and any required travel documentation necessary for international business travel

How we measure success

• Customer Satisfaction: Measured through customer feedback on service quality and responsiveness
• Minimizing system downtime through effective and prompt resolution of technical issues
• Quality and completeness of service documentation and reports
• Contribution to FSE team development through mentoring and knowledge sharing
• Cross-functional collaboration with internal team members and customers
• Adherence to safety protocols