Field Service Engineer - Osaka/Kansai, Japan

WHO IS VEECO?

Making a Material Difference is at the core of our DNA.
For more than 30 years, we have developed differentiated technologies and built expertise and know-how that has enabled world-changing devices such as LED lighting, data storage, advanced computing and mobile devices to reach industrial scale.
We help customers overcome technical and cost barriers that make it possible to convert novel materials into high-yielding device performance at production volumes.
Our customers produce the newest, fastest, smallest, and most efficient electronic components used in devices to help deliver a better world.

We serve the semiconductor and emerging high-growth markets.
Our process equipment and technology are used to manufacture advanced semiconductors, LEDs, displays, photonics, VCSELs, power electronics, compound semiconductors, hard disk drives, MEMS and wireless chips.

Overview

The Field Service Engineer performs routine customer support activities involving the installation, modification, repair and preventive maintenance of complex equipment and systems to ensure proper working order.  
This role is responsible for instructing customers in the operation and maintenance of the system.  The successful candidate has the ability to work under general instruction following established policies and procedures to ensure company and customer quality standards are met.  
In addition, this person will work on problems of moderate scope and demonstrates judgment within defined procedures and practices to determine appropriate action. 

Responsibilities

• Install, modify, upgrades, repair and perform preventive maintenance procedure on PSP (Precision Surface Process – Wet process equipment) products equipment and systems following SOP policies, procedures and work direction of manager, supervisor or site lead.
• Train and support customer personnel in equipment operation.
• Interface with customer to ensure customer satisfaction with equipment and service levels.
• Prepare ARs for the issues at customer site, and other reports as required in a timely and efficient manner.
• Appropriate communication with regional service team members, supervisor and manager to address the issue.
• Proactive communication with factory side members in the United States, to resolve faced issues, through emails, telephone, web conference call or such.
• Maintain and drive an issue list as site project with alignment to customer and Veeco.
• Conform at all times to Veeco and customer’s safety, cleanliness, and working protocol policies to maintain a safe and clean work environment.
• React to change productively and perform other duties as assigned.
• Becoming familiar with Veeco Service Support Process and Alert/Escalation System
• Familiarized Veeco service protocol, such as timesheet Service notification database.
• Undertakes any other duties as may be assigned by Service Manager and/or Country Manager.
• Attend seminars/conferences on pertinent topics to increase the Veeco knowledge base of standards or new ideas.

Qualifications

• Bachelor's degree in electronics, robotics, computer science, mechanical engineering or related field and a minimum of five years' experience in field service support.
• Experience in field service support or equipment maintenance of wet cleaning equipment in Semiconductor production would is a plus.
• An equivalent combination of training and experience may be considered.

Knowledge, Skills & Abilities

• Ability to communicate in English at a Business level
• Demonstrated ability to communicate internally and externally, to resolve technical equipment issue
• Ability of customer management and project management
• Demonstrated ability to work under pressure while ensuring customer satisfaction
• Ability to work in a team environment
• Ability to produce and present reports; participate in the facilitation of customer meetings
• Ability and willingness to travel frequently out of home base. If living base is Osaka/Kansai area, it would be a plus.
• Computer literacy is a must