Senior Product Support Engineer

Senior Technical Support Engineer

Location: Taiwan - Hsinchu City

Veeco touches the lives of every person, every day. From smartphones to cloud-based services, to high-speed wireless communication and computing power, our technology is all around us. We design, develop, manufacture, and service highly complex, cutting-edge machines used by customers to create essential devices that drive the digital age, connect the world, and improve the human experience. We serve the semiconductor and emerging high-growth markets.

Veeco is seeking a Senior Technical Support Engineer to be located in Taiwan, whose primary responsibility will be to provide engineering level support to customers, customer support personnel, and field support staff who are focused on diagnosing, troubleshooting, repairing, and debugging our Laser Annealing products. This position requires a "take charge" technical professional, with demonstrated problem-solving skills; a technical team leader.

Responsibilities:

• Supports field system repair, installation, training or other supporting efforts.
• Provides on the job training to service engineers during installations and service escalations.
• Provides responses to both internal and external customers encompassing system facility requirements, operational performance, maintenance and process.
• Diagnoses system level failures and anomalies by direct (hands on) and indirect intervention(telecommunicate).
• Coordinates factory and field resources in response to field support request or customer escalation.
• Performs or assists in failure analysis of field equipment failures inclusive of providing recommendations for equipment return authorization.
• Develops product and application expertise for both system and sub-system level components.
• Administers and complies with all Environmental, Health, and Safety policy, procedures as set forth by Federal, State, and Company directives.
• Composes technical documents to be used by customers and company service personnel inclusive of procedures, troubleshooting guides, and technical bulletins.
• Collects and analyzes failure data and coordinate corrective action.
• Provides supplemental after-hours technical support for customers and field personnel.
• Actively participates in various meetings, including but not limited to account status, installation status and issues, new product introduction, design review, quality assurance, out-of-box quality, and FMEA.

Qualifications:

• BS Degree in Engineering or similar technical field and 8+ years of experience or MS and 6+ years of experience in field service, applications engineering, or customer support in a high-tech manufacturing environment relevant electrical and mechanical systems.
• In addition, the ideal candidate should have semiconductor capital equipment experience.
• CO2 laser experience.
• Good communication skills with a collaborative and team-building attitude.
• Must be proficient in both English and Chinese.
• Good organizational skills with an aptitude in formulating plans for system failure.
• Experience in systems troubleshooting and capability in forming a cross functional team for issue resolution.
• Experience interfacing with the marketing and sales organizations to manage product roadmaps and customer requests.
• Demonstrated ability to multi-task and work with a cross-functional team in a matrixed organization.
• Ability to travel 20%-30% domestically and internationally.

Veeco is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected characteristics. Veeco is committed to working with and providing reasonable accommodations to individuals with disabilities.