Onsite Service Engineer
6 giorni fa
The mission and purpose of the Field Service Engineer is to provide best in class technical support to customers for semiconductor products to ensure system and product safety, uptime, and availability in support for our customers productivity to improve their satisfaction.
The Field Service Engineer accomplishes this mission by: 1) Performing complex customer support activities including but not limited to installation, modification, repair and preventive maintenance tasks of Edwards Vacuum- and Abatement equipment and systems to ensure proper working order. 2) Working without direct supervision following established policies and procedures to ensure company and customer quality standards are met.
Engineers and experienced technicians are expected to deliver a superior customer experience by exhibiting our core principles
This role is based in our Agrate office.
Independently conduct key operational activities, for example, Installation, commissioning, maintenance and troubleshooting of Edwards products to achieve >95% First time fix rate (FTFR), whilst ensuring high levels of customer satisfaction.Responsible for commissioning and integration of our products, dry running vacuum pumps, abatement systems, turbo molecular pumps, cryo pumps and pipe heaters (TMS) in existing and new customer plants Responsible for He flushing and gas sampling via flexlines for cryopumps; and absorber replacement on cryo compressors.responsible for the service and maintenance, repair, and optimization of our products, including preparation and follow-up and documentation of the activities in our internal systems,Support our customers in the selection of suitable products, as well as service products and solutions.responsible for data readouts from our products and working with our product and process engineering specialists to implement continuous performance improvements.Responsible for analytical activities such as evaluations of trends (QBR, EdCentra,…).Where required, select, accurately maintain, and appropriately use Edwards Product & Field Service Operational information. When required use Edwards processes, systems, and people network (inc. Edwards Service management application system (SMA). When applicable use escalations (e.g., CMS), comms & reporting etc., to ensure a strong focus of customer satisfaction.Undertake Software setup, operation, maintenance and (basic) analytics. Conducts basic fault-finding and troubleshooting support to resolve or escalate issues within the agreed contractual timeframes and or Service level agreements (SLA's) to meet customer expectations.Works alongside the team - Demonstrates situational risk awareness for on the job SHE as well as providing strong team support. Adheres to all relevant aspects of the risk control elements associated with all field service activities.You will be expected to learn and develop your knowledge and skills as a Field service engineer. You will be expected to advance to more complexed product ranges after completion of applicable product training.Provides detailed and accurate feedback on field service activities and compiles clear and concise reports for submission to your line manager and/or technical support to enable informed decisions to be made to resolve productIssues. Submit relevant SMA data after completion of activities to help support operational data collection.As part of your role, you will be expected to setup, operation and maintenance of software products and monitoring platforms on Edwards equipment.You will be expected to work with Edwards processes and operating platforms to accurately capture service-related information as determined by the scope of responsibility for creation of field service notifications and orders, through to the completion of work orders.Skills and Knowledge Requirements
Education: Formal qualification/vocational training in the field of electrical engineering, mechatronics, automotive mechanics or comparable proven professional experience in a mechanical, electromechanical or an electronics discipline.Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilstworking in alignment with Edwards's strategies and processesAbility to work in a team as well as independently.Self-directed, with the ability to understand and resolve problems aligned with job responsibilities andescalates through the appropriate channels when requiredProactively seeks feedback and asks questions to understand business and improve decision makingAbility to share technical expertise and knowledge and provide coaching to less experienced team membersCollaborates and supports with team members to deliver company objectivesComplies with all applicable laws, policies, and standards to ensure organizational, safety and healthobligations are metGood written and verbal communication skills. Proficient in-home country language, a basic command ofwritten and spoken English is requiredAble to use computer software to record data and write reports, MS OfficeCan understand and interpret technical documentation relevant to work e.g., technical drawingsPrevious field service experience in a relevant or related industry, ideally customer facingFlexibility and willingness to travel on business for several days - class B driver's license required.
About Edwards Edwards is a leading developer and manufacturer of sophisticated vacuum products, exhaust management systems and related value-added services. Edwards solutions are integral to manufacturing processes for semiconductors, flat panel displays, LEDs and solar cells. They are also used within an increasingly diverse range of industrial processes including power, glass and other coating applications; steel and other metallurgy; pharmaceutical and chemical; and for scientific instruments in a wide range of R&D applications.
Edwards has over 4,000 employees worldwide engaged in the design, manufacture and support of high technology vacuum and exhaust management equipment. Edwards has state-of-the-art manufacturing facilities in Europe, Asia and North America.
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