Field service and applications support on VX4 /ESBU equipment.
Install equipment at customer's locations, including new equipment, upgrades and system relocations.
Local support and primary contact for key account (Key account in the local Agrate area, Italy)
Responsible for diagnoses, troubleshooting, service, and repair of VX4 equipment.
Works cohesively with co-workers, customer, and technical support in isolating and solving problems.
Conduct installation, de-installation and pre-installation site preparation reviews.
Instructs and trains customers in the operation and routine maintenance of the equipment. Answers customer questions and assists customers in a professional manner
Analyzes issues and problems of complexity, exercising excellent judgment in finding solutions to problems and issues with equipment.
Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers’ needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers.
Assists customers with resolution of specialized technical service issues which range from software and hardware issues, upgrades and evaluating tool performance.
Prepare technical reports for upper-level management to address client needs.
Perform experiments and/or analytical investigations within guidelines supplied by senior engineers.
Coaches and trains lower level personnel with regard to installations, maintenance, upgrades, fault diagnosis and repair of VX4 tools.
When applicable, takes ownership of escalations, becomes key point of contact and communicator to customer and factory personnel until problems are resolved, follows through with corrective actions to ensure quality closure of technical issues
Monitors, maintains and optimizes equipment on a daily basis to enhance functionality and prevent problems.
Performs administrative and coordination duties which include procedure changes, process changes, work orders, and field service, system problem, and monthly reports.
Independently and accurately, prepares written technical reports.
Position requires up to 70% travel within Europe and the willingness to work flexible shifts and extended hours including nights, weekends and holidays
Education: Degree or equivalent in Electronics, Engineering or a related discipline and a minimum of 2 years of relevant experience; or an equivalent combination of education and experience.
Skills & Knowledge:
Experience with semiconductor manafucturing equipment
Fluent in both spoken and written English
Strong analytical & problem solving skills
Strong creative thinking skills
Organized and proactive
Strong Customer Focus and commitment to Customer Satisfaction
Strong mechanical aptitude and knowledge of pneumatics, hydraulics, electronics, semiconductor processes, and relevant software.
Must be proficient with common field service diagnostic equipment such as voltmeters, oscilloscopes and precision mechanical measuring devices.
Ability to read and interpret schematics, mechanical diagrams and other industry-related technical documentation
Capable to perform effectively either independently or as part of a team and follow through on assignments with minimal supervision
Ability to multitask and meet deadlines while maintaining a high attention to details in a constantly changing & demanding work environment
Capable of grasping technical engineering details & transferring knowledge in a clear and logical manner to all levels of internal / external technical personnel
Excellent communication, listening, customer interface and writing skills necessary to generate written reports and test results
Must be able to effectively present information and respond to questions from manager, clients, and customers
Demonstrated experience using computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.