Field Service Engineer

Description

When it comes to impacting our customers, no other role at Shellback Semiconductor Technology is as important as that of the Field Service Engineer. This role combines on-site customer support with hands‑on work at our headquarters in Coopersburg, PA, offering a unique opportunity to directly contribute to both customer success and internal operations.

As the face of Shellback, the Field Service Engineer builds strong customer relationships, solves complex technical challenges, and reinforces trust in our organization. When not traveling to customer sites, this role is based at our Coopersburg headquarters, supporting engineering, training, system builds, and internal troubleshooting efforts.

A Shellback Field Service Engineer must have strong electromechanical skills, advanced troubleshooting expertise, and excellent communication and customer service abilities. This role requires a high level of ownership and accountability, whether supporting customers onsite, working remotely, or contributing at our headquarters.

The ideal candidate is comfortable traveling to customer facilities while also playing an active, hands‑on role within our Coopersburg location when not in the field.

Typical Field Service Engineer responsibilities include but are not limited to:

• Provide remote troubleshooting and technical support down to the component level
• Travel to customer sites for installation, setup, commissioning, and escalated support
• Diagnose and resolve system issues using system data, remote tools, and onsite analysis
• Ensure proper utilization and optimal performance of Shellback’s equipment
• Minimize equipment downtime through rapid response both remotely and onsite
• Perform system upgrades, retrofits, and preventative maintenance activities
• Manage and execute service contracts and support plans
• Deliver both virtual and onsite training sessions for customers and internal teams

• Support system builds, testing, and validation activities
• Assist engineering teams with troubleshooting, root cause analysis, and product improvements
• Participate in internal training programs and knowledge sharing
• Help prepare systems and documentation for customer delivery and installation
• Support development and refinement of service procedures and best practices

• Operate with a strong sense of urgency to resolve customer issues and exceed expectations
• Take full ownership of customer problems and drive them through to resolution
• Maintain proactive and consistent communication with customers and internal teams
• Collaborate closely with engineering, manufacturing, and support teams
• Identify opportunities for product, process, or service improvements and upscale appropriately
• Ensure readiness to meet customer site access, safety, and training requirements

• Strong electromechanical aptitude with experience in a technical field service or support role within equipment manufacturing (e.g., Semiconductor, Military, Aviation, Medical, Food/Packaging)
• Proven ability to troubleshoot complex systems both onsite and in a controlled environment
• Excellent verbal and written communication skills
• Strong organizational skills and ability to manage multiple priorities across travel and in-housely responsibilities

• 2-year technical degree (Electrical, Mechanical, Chemical, or related) or equivalent hands‑on industry experience
• Proficiency with Microsoft Office and diagnostic/support tools
• Ability and willingness to travel approximately 75% to customer locations, including multi‑day trips
• Must be located in or willing to relocate to the Coopersburg, PA area
• Ability to meet all customer site training, safety, and access requirements