Field Service Engineer

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The FSE will perform complex customer support activities involving onsite installation, service, repair, hardware/software integration, process and development support, test support, troubleshooting, and training at customer site in a timely and cost-effective manner.

Your Role and Responsibilities:

• Follow the assigned project during the production phases in the company Fab near Milano;
• Conduct site inspections and final testing to ensure construction compliance with plans and specifications in the production Fab prior shipment to customer site;
• Disassemble and reassemble the equipment for expedition and installation on customer site;
• Communicate with customer and prepare the on-site pre-installation activities;
• Install and qualify the equipment of assigned customer site in a timely and cost-effective manner to achieve tools sign off under supervision of your manager and/or senior peers at our key customer;
• Perform the basic operational and troubleshooting trainings for customer end users;
• Taking care of installation, acceptance and service reports and general documentations as required by the company and by the customer;
• Maintain accurate service logs and enter them in the database;
• Provide the needed remote and on-site troubleshooting support using advanced root cause finding methodologies;
• Provide the needed remote and on-site customer/service support during and after the warranty period covered by dedicated service contracts;
• Travel to assigned customer locations, managing to arrive in a timely manner based on customer location and issue;
• Provide excellent customer service, listening carefully to customer concerns and addressing internally issues until customer is satisfied;
• Update and maintain assigned machines per dedicated specifications;
• Maintain parts inventory, personal library of machine manuals, company-assigned laptop and tools;
• Attend ongoing training events sponsored by company or tools manufacturers to stay up to date on the latest technology and repair options.

Requisiti

• High school technical diploma or equivalent (Electrical/ Mechanical/ Mechatronics);
• Good knowledge of the English language (written and spoken);
• Good communication and customer-focused mindset;
• Understanding of tools and technology needed to complete repairs (Technoprobe provides tools);
• Travel time availability 50% (per year), max. 1 month in a row;
• Team working with our service team to improve equipment performances;
• Ability to work productively with minimal supervision;
• Collaboration with our global sales, factory support and product technology teams;
• Communicate new requirements and challenges to our R&D department;
• Good analytical abilities and experience with data analysis and MS Office software;
• Enthusiasm, strong motivation, sense of responsibility, spirit of initiative,time management, and problem-solving skills.

Preferred:

• Three years’ experience in hardware support or repair work;
• Three or more years in a customer-facing role;
• Familiar with quality management and methods like FMEA, 8D-reports;
• Ideally experience of semiconductor industry and knowledge of semiconductor processes.