Veeco
Senior Product Support Engineer
Veeco, Horsham, Pennsylvania, United States, 19044
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Senior Product Support Engineer
Location: US - PA - Horsham
Requisition ID: 19003
About Veeco You probably don't realize it, but what we do at Veeco touches the lives of every person, every day. It's a bold statement, but it's true. From the smartphones in our pockets that access the world's collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much 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. Along with the world's leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.
We're looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.
Overview: As a Senior Product Support Engineer, you will be crucial in ensuring customer satisfaction by addressing and resolving technical issues related to Veeco Precision Surface Processing (PSP) Wet Process Equipment. You will manage customer escalations, respond to field service technical inquiries, and troubleshoot installation issues. Your expertise will help maintain the reliability and performance of our products, ensuring seamless operation for our clients.
Responsibilities: Manage field escalations by coordinating factory resources and executing these supportive efforts through resolution. Diagnose and resolve complex technical problems, providing timely and effective solutions. Collaborate with cross-functional teams to address and resolve customer concerns. Provide technical support to field service engineers and technicians. Assist in troubleshooting and resolving technical issues encountered during field service operations. Provide updates in response to field support requests or customer escalations. Assist in failure analyses of field equipment failures. Compose technical documents to be used by customers and company service personnel, including procedures, troubleshooting guides, and technical bulletins. Work with field resources to collect and analyze failure data and coordinate corrective action. Provide occasional after-hours technical support for customers and field personnel. Actively participates in various meetings, including Engineering Escalation, Engineering Design Review, Quote/Order Review, Safety Review, and Weekly scheduled service updates. Administer and comply with all Company and Customer Environmental, Health, and Safety policies, procedures, and directives.
Qualifications: Bachelor's degree in a technical field with a minimum of 8 years of related experience in a field service and customer support capacity, or a Master's degree with 6 years of experience is preferred. An equivalent combination of education and experience will be considered. Experience supporting high-tech manufacturing environments related to electrical and mechanical systems is required.
Knowledge, Skills, and Abilities Understanding of equipment and process controls in the Semiconductor Industry preferred. Excellent communication skills, both written and verbal. Strong interpersonal skills, working with cross-functional teams and other groups within and outside the organization. Strong problem-solving skills and the ability to work under pressure. Ability to formulate action plans related to system failures and recovery. Understanding of wet processing equipment (Clean, Strip, Etch, and Liftoff) very helpful. Ability to travel domestically and internationally up to 3 % in support of Key and Strategic Installations, Customer Escalations, and New Product Introduction.
#LI-Hybrid #LI-KB1
The expected salary range for this position is $89,071 - $112,824, plus bonus opportunity. When determining your pay, we will consider your location, experience, and other job-related factors. If your salary requirements exceed the advertised range and you remain interested in Veeco, we encourage you to apply or email your resume torecruiting@veeco.com.
Other benefits include: Medical, Dental, and Vision Employee Stock Purchase Plan (ESPP) 401(k) with Company Match Holiday, Vacation, and Sick Time Flexible Spending Accounts (FSA) Commuter Benefits Life and Accident Insurance Disability Insurance Tuition Reimbursement Employee Assistance Program (EAP) Identity Theft Remediation Emergency Travel Assistance
Apply now
Find similar jobs: Featured Jobs
Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.
Apply now
Senior Product Support Engineer
Location: US - PA - Horsham
Requisition ID: 19003
About Veeco You probably don't realize it, but what we do at Veeco touches the lives of every person, every day. It's a bold statement, but it's true. From the smartphones in our pockets that access the world's collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much 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. Along with the world's leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.
We're looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.
Overview: As a Senior Product Support Engineer, you will be crucial in ensuring customer satisfaction by addressing and resolving technical issues related to Veeco Precision Surface Processing (PSP) Wet Process Equipment. You will manage customer escalations, respond to field service technical inquiries, and troubleshoot installation issues. Your expertise will help maintain the reliability and performance of our products, ensuring seamless operation for our clients.
Responsibilities: Manage field escalations by coordinating factory resources and executing these supportive efforts through resolution. Diagnose and resolve complex technical problems, providing timely and effective solutions. Collaborate with cross-functional teams to address and resolve customer concerns. Provide technical support to field service engineers and technicians. Assist in troubleshooting and resolving technical issues encountered during field service operations. Provide updates in response to field support requests or customer escalations. Assist in failure analyses of field equipment failures. Compose technical documents to be used by customers and company service personnel, including procedures, troubleshooting guides, and technical bulletins. Work with field resources to collect and analyze failure data and coordinate corrective action. Provide occasional after-hours technical support for customers and field personnel. Actively participates in various meetings, including Engineering Escalation, Engineering Design Review, Quote/Order Review, Safety Review, and Weekly scheduled service updates. Administer and comply with all Company and Customer Environmental, Health, and Safety policies, procedures, and directives.
Qualifications: Bachelor's degree in a technical field with a minimum of 8 years of related experience in a field service and customer support capacity, or a Master's degree with 6 years of experience is preferred. An equivalent combination of education and experience will be considered. Experience supporting high-tech manufacturing environments related to electrical and mechanical systems is required.
Knowledge, Skills, and Abilities Understanding of equipment and process controls in the Semiconductor Industry preferred. Excellent communication skills, both written and verbal. Strong interpersonal skills, working with cross-functional teams and other groups within and outside the organization. Strong problem-solving skills and the ability to work under pressure. Ability to formulate action plans related to system failures and recovery. Understanding of wet processing equipment (Clean, Strip, Etch, and Liftoff) very helpful. Ability to travel domestically and internationally up to 3 % in support of Key and Strategic Installations, Customer Escalations, and New Product Introduction.
#LI-Hybrid #LI-KB1
The expected salary range for this position is $89,071 - $112,824, plus bonus opportunity. When determining your pay, we will consider your location, experience, and other job-related factors. If your salary requirements exceed the advertised range and you remain interested in Veeco, we encourage you to apply or email your resume torecruiting@veeco.com.
Other benefits include: Medical, Dental, and Vision Employee Stock Purchase Plan (ESPP) 401(k) with Company Match Holiday, Vacation, and Sick Time Flexible Spending Accounts (FSA) Commuter Benefits Life and Accident Insurance Disability Insurance Tuition Reimbursement Employee Assistance Program (EAP) Identity Theft Remediation Emergency Travel Assistance
Apply now
Find similar jobs: Featured Jobs
Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.