Under the general supervision of the Manager of Field Service, the Intermediate Field Service Engineer provides installation and maintenance support for company equipment in either the main production facility or at a customer site. Mechanical, electrical, and software troubleshooting skills are required along with a willingness to travel, possibly for several weeks at a time.
Essential Duties and Responsibilities
- Perform post-sale maintenance and technical product support at customer sites in the field under moderate supervision with latitude for independent judgment.
- Assist with installations, startup, repairs or maintenance tasks of company grinding, polishing, and other products, both in house and at remote locations.
- Resolve customer technical issues and answer questions via direct conversation, email, or other electronic means from any location. Recognizes when to seek assistance from higher skilled Field Service Engineers and other disciplines/departments
- Keep record of system problems and issues regardless of where observed. Report back to engineering and software teams to assist in troubleshooting and redesign efforts.
- Travel requirements depend on customer demand. It can average as high as 60-80% in a calendar year (domestic and international).
- At some customer sites, schedule flexibility may be needed to accommodate 12-hour shifts on what is referred to as a compressed work week.
- Mid-level technical support role.
Other Duties and Responsibilities
- Work with customer and internal teams in an efficient and effective manner.
- Provide written reports of field service visits and internal documentation for accounting, hours tracking, and other needs.
- Provide inputs to future designs based on experience with existing equipment.
- Other duties as assigned by supervisor.
- perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read and understand mechanical drawings, electrical schematics, and piping diagrams.
- Proficiency with standard hand tools, gauges, and diagnostic meters typically used for equipment maintenance.
- Communication skills, including computer skills (must be literate in Microsoft Word and Excel).
- Requires a minimum of an associate degree in a technical field or 3 years of related experience.
- Experience with semiconductor process equipment is preferred but not necessary.