DescriptionOur Global Business Group at Nova is looking for a Field Service Engineer who is a self-starter, has a positive attitude, is a team player, and can support our systems at the customer site in a professional manner. The FSE will perform engineering and technical activities, while utilizing company's R&D teams to direct technology development of new products. Engineers must demonstrate the ability to interface with Tech Support, multifunctional groups to ensure the successful support, installation, qualification, maintenance, and repair of Nova products at factory locations or at customer sites in a manner that meets both customer and Nova expectations.
Role Responsibilities- Support Nova systems as defined under Nova's warranty and End User service support agreements
- Maintain Nova's parts inventory under the position's control. Maintain proper level of stock in accordance with Nova's spare parts stock policy, as set from time to time
- Assist in new equipment installations, "add-ons," and upgrades
- Provide feedback to the division engineering and service teams based on experience gained with customers
- Employ FSRs for all service activities
- Provide customer training and retraining.
- Ensure an adequate level of know how among customers' 'users'.
- Repair parts and components according to general service policy, including technical problem solving, diagnosis, repair, installation, modification and upgrade of systems.
- Demonstrate ability to manage escalations and critical customer situations successfully.
- Act as primary contact between factory and customers for collection and analysis of system performance data, collection of system reliability data, as well as system tracking and customer satisfaction.
- Work closely with field support, engineering and operations to provide feedback on serviceability, reliability, ease of installation, upgrades and other customer / tool related quality metrics and issues.
- Report design, reliability and/or maintenance issues to engineering.
- Create, edit and review technical field and training materials and documentation.
- Support beta programs at customer sites and division engineering center
- Provide customer support during working schedule as defined by service contract
- Be prepared to support the customer beyond the defined working schedule as required
Requirements- Working knowledge of capital semiconductor equipment, including X-ray, vacuum, and automated systems.
- Strong mechanical and electrical aptitude, with the ability to independently troubleshoot complex issues.
- Hands-on experience with high-vacuum systems is highly preferred.
- Understanding of semiconductor manufacturing practices, safety, ergonomics, and yield optimization.
- Proficiency in first-level software troubleshooting and support.
- Familiarity with equipment integration and communication protocols such as SECS/HSMS.
- Comfortable performing manual and physical tasks in a cleanroom environment, including bending, crawling, and working around large equipment.
- Willingness to travel for service events, customer training, and onsite support (approximately 25%).
That special something you bring in- Excellent problem-solving skills
- Strong analytical, data analysis and diagnostics ability.
- Excellent written and oral communications
- Excellent knowledge of semiconductor technical support requirements as well as field service processes and procedures.
- Strong project and time management skills
- Excellent customer relations and communications skill.
- Excellent escalation management skills
- Ability to work effectively with a multifunctional team, including Field Teams, Engineering, Operations, Tech Support, Applications, Marketing and Sales.
