Product Support Engineer - San Jose

About Veeco
You probably don’t realize it, but what we do at Veeco touches the lives of every person, every day. It’s a bold statement, but it’s true. From the smartphones in our pockets that access the world’s collective knowledge, to the cloud-based services where all that information lives, to high-speed wireless communication and computing power needed to drive artificial intelligence, augmented and virtual reality, gaming and so much more, our technology is all around us.

We design, develop, manufacture, and service highly complex, cutting-edge machines used by our customers to create the essential devices that drive the digital age, connect the world, and improve the human experience. Along with the world’s leading technology companies, many of which are household names, we help solve their most difficult material science challenges, enabling technologies for a more connected, sustainable, and convenient world.

We’re looking for material difference-makers to join our growing team. Interested? Learn more at www.veeco.com/careers.

Overview:

The Technical Product Support organization plays a critical role at Veeco working directly with our customers and Field Service representatives. Veeco is looking for a Product Support Engineer to be located in San Jose, CA. In this position, you will provide a supporting role for the factory, Field Service and customer with minimal or no guidance. As the liaison between the division and customer or field personnel, this role is responsible to deliver support at all levels of tool operation, participate in various customer account meetings, respond to field escalations through coordination of factory resources and execute these supportive efforts through to resolution. You will also leverage your expertise of the system and perform instructional presentations to customers and field personnel regarding system operation, maintenance, and general technical papers.

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 analyses 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 customer 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 5+ years of experience or MS and 3+ years of experience in field service, applications engineering, or customer support in a high-tech manufacturing environment relevant electrical and mechanical systems.

Skills, Knowledge and Abilities:

• Semiconductor capital equipment experience.
• CO2 laser experience.
• Good communication skills with a collaborative and team building attitude.
• Good organization 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
• Ability to multi-task and work with a cross-functional team in a matrixed organization.
• Ability to travel 20%-30% domestically and internationally.

The expected salary range for this position is $89,936 - $113,919.25 + bonus + benefits. When determining your pay, we will consider your location, experience, and other job-related factors. If your salary requirements are higher than the advertised range and you remain interested in career opportunities with Veeco, we encourage you to apply or email your resume to recruiting@veeco.com.

Veeco is an Equal Opportunity/Affirmative Action Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, protected veteran status, disability, or any other characteristics protected by applicable federal, state or local law.