Senior Product Support Engineer

Senior Product Support Engineer

Location:

Taiwan - Hsinchu City

Veeco touches the lives of every person, every day. From smartphones to cloud-based services, high-speed wireless communication, and computing power for artificial intelligence, augmented and virtual reality, gaming, and more, our technology is all around us. We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience.

We're looking for material difference-makers to join our growing team.

The Technical Product Support organization plays a critical role at Veeco working directly with our customers and Field Service representatives. Veeco is looking for a Sr. Technical Support Engineer (TSE) to be located in Taiwan. In this position, the Sr. Technical Support Engineer provides a supporting role for the factory, Field Service and customer with minimal or no guidance. As the liaison between the division and customer or field personnel, the Technical Support Engineer is responsible for delivering support at all levels of tool operation, participate in various customer account meetings, respond to field escalations through coordination of factory resources and execute these supportive efforts through to resolution.

In addition, the Sr. Technical Support Engineer leverages his or her expertise of the system and performs instructional presentations to customers and field personnel regarding system operation, maintenance, and general technical papers.

Responsibilities include:

• Traveling, international and domestic, approximately 30% of the time in support of system repair, installation, training or other supporting efforts.
• Providing responses to both internal and external customers encompassing system facility requirements, operational performance, maintenance and process.
• Diagnosing system level failures and anomalies by direct (hands on) and indirect intervention (telecommunicate).
• Coordinating factory and field resources in response to field support request or customer escalation.
• Performing or assisting in failure analyses of field equipment failures inclusive of providing recommendations for equipment return authorization.
• Compos[ing] technical documents to be used by customers and company service personnel inclusive of procedures, troubleshooting guides, and technical bulletins.
• Collecting, analyzing failure data and coordinating corrective action.
• Developing product and application expertise for both system and sub system level components.
• Administering and complying with all Environmental, Health, and Safety policy, procedures as set forth by Federal, State, and Company directives.
• Providing supplemental after hours technical support for customer and field personnel.
• Actively participating in and/or driving various meetings:
  Account actions, Installation status and support, Escalations through model based problem solving, Design Reviews, FMEA, NPI, Quality Assurance, etc.

Qualifications include:

• B.S. degree in a technical field (EE) preferred and 8 years' experience in field service, applications engineering, or customer support in a high-tech manufacturing environment relevant electrical and mechanical systems.
• Semiconductor capital equipment experience.
• Good communication skills with a collaborative and team-building attitude.
• Good organization skills with an aptitude in formulating plans for system failure.
• Experience in troubleshooting systems and capability in forming a cross functional team for issue resolution.
• Experience interfacing with the marketing and sales organizations to manage product roadmaps and customer requests.
• Demonstrated ability to multi-task and work with a cross-functional team in a matrixed organization.
• The ability to travel 20%-30% domestically and internationally.

Hsinchu Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.