Product Support Engineer

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:
A Product Support Engineer is be expected to provide a supporting role for the factory, Field Service and customer with minimal or no guidance. As the liaison between the Product Line and Customer or Field personnel, the Product Support Engineer will be responsible to offer support at all levels of tool operation, participate in customer account meetings, respond to field escalations through coordination of factory resources and executing these supportive efforts through to resolution. The expertise and overall system familiarity of the system will require the engineer to perform instructional presentations to customers and field personnel of system operation, maintenance and general technical papers.

Responsibilities:

• Provide responses to both internal and external customers encompassing system facility requirements, operational performance, maintenance and process.
• Diagnose system level failures and anomalies by direct (hands on) and indirect intervention (remotely).
• Coordinate factory and field resources in response to field support request or customer escalation.
• Perform or assist in failure analyses of field equipment failures inclusive of providing recommendations for equipment return authorization.
• Compose technical documents to be used by customers and company service personnel inclusive of procedures, troubleshooting guides, and technical bulletins.
• Collects, analyzes failure data and coordinate corrective action.
• Develops product and application expertise for both system and sub system level components.
• Administer and comply with all Environmental, Health, and Safety policy, procedures as set forth by Federal, State, and Company directives
• Provide supplemental after hours technical support for customer and field personnel.
• Actively participate in various meeting:
• Account action
• Escalation
• Design Review
• FEMA

• A minimum 30% of his time will require international and domestic travel in support of system repair, installation, training or other supporting efforts.

Qualifications:
B.S. degree in a technical field, Electrical or Mechanical Engineering is preferred and 5 or more years of experience field service and customer support in a high-tech manufacturing environment relevant to vacuum, electrical and mechanical systems. An equivalent combination of education and experience will be considered.

Skills, Knowledge and Abilities:

• Understanding of Ion Beam Etch and Deposition technical and process theory is a plus
• Knowledge of electronics and automation
• Skill in providing Field Service and customers with technical and program support
• Knowledge of other forms of deposition (i.e., CVD, PVD, DLC) is a plus
• SAP MRP use in support of service orders
• Good communications & customer skills
• Collaborative attitude
• Good organizational skills
• Aptitude in formulating plans for system failure
• Experience in system troubleshooting and capability in developing a cross-functional team for issue resolution

The expected salary range for this position is $74,456 - $94,311.25 + 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.

Pay: $74,456.00 - $94,311.25 per year