Senior Field Service Engineer - Santa Clara, United States - Orion Talent
Description
Position Details:
Title: Engineer in Charge (EIC)
Location: Santa Clara, CA
Shift: Day shift, typically M F
Compensation: $150K depending on experience and qualifications and annualized bonus.
Benefits: Medical, dental, vision and 401K (see website for more information). Excellent professional and personal development opportunities in an international company. Very collegial and motivated team with short communication channels. Top-equipped workplace (modern office, laptop, height-adjustable desk)
Travel: Primarily local but expected to travel for training purposes-
Expect extended travel (8-10 weeks) in Austria after 90 days of OJT stateside
Responsibilities:
Lead a growing team of professional Field Service Engineers in Santa Clara, CA
Internally align on and direct the activities related to the installation, annual preventive maintenance and issue resolution of a growing fleet of Multi-beam mask writers;
Assess the appropriate assignment of resources to tasks and activities depending on tool status and customer requirements
Manage on-call support coverage by the Field Service Engineering team
Have a hands-on role in supporting the team during peak demand and critical escalation situations
Meet or exceed the demanding expectations of leading US customer in terms of equipment performance to KPIs (tool availability, uptime, and MTTR, etc.)
Ensure that the defined methodologies and procedures are uniformly followed and provide feedback to Headquarters regarding improvements, gaps, or necessary changes
Take full accountability for driving special taskforce teams that handle customer escalations and challenging incidents, including professional and regular communication with both the customer and headquarters functions
Ensure seamless and transparent communication of all status updates both to US and to Operations leadership in Austria
Maintain fully up-to-date tool and fleet KPI tracking and ensure data integrity and reliability of the metrics
Maintain and build excellent customer relationships with local Tool Owners and other key customer stakeholders
Lead regular fab-related customer meetings with a focus on updating the ongoing and planned issue-resolution, installation, and Annual Preventive Maintenance activities of your team
Partner with the Logistics Administrator for the US team to ensure accurate tracking and provisioning of spare parts and consumables to meet customer KPIs
Qualifications:
Bachelor of Science degree in an Engineering discipline
5+ years of Field Service experience with a minimum of 3 years in a leadership position
At least 3 and preferably 5 years of customer-facing experience coupled with good communication written and verbal - skills
Exhibit good problem-solving skills coupled with a natural curiosity and project- or program-management experience
Excellent interpersonal skills, enjoy being part of and integrating with a global team
You are excited to be part of a fast-paced and fast growing entity