Technical Support Engineer II

Company Name:
Veeco Instruments Inc.
Veeco Instruments Inc. delivers leading process equipment solutions that drive tomorrow's technology breakthroughs today. We help our customers -- manufacturers of high-brightness light-emitting diodes (LEDs), solar panels, hard disk drives, semiconductor chips, wireless devices and more -- to make a more productive, cleaner and sustainable environment, and enable discoveries and products that will change our lives. Veeco is a dynamic, innovative and high-growth company recognized as the best in the markets we serve.
Technical Support Engineers play a critical role at Veeco working directly with valued customers as the face of the organization. In this position, the Technical Support Engineer provides 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, the Technical Support Engineer 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. In addition, the Technical Support Engineer leverages his or her expertise of the system and performs instructional presentations to customers and field personnel regarding system operation, maintenance, and general technical papers.
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 FEMA.
B.S. degree in a technical field (EE) preferred and 5 years experience in field service, applications engineering, or customer support in a high tech manufacturing environment relevant electrical and mechanical systems. Vacuum process equipment experience preferred. Fluency in Mandarin or Japanese is a plus.
In addition, the ideal candidate:
must have good communication skills with a collaborative and team building attitude.
must possess good organization skills with an aptitude in formulating plans for system failure.
has experience in systems troubleshooting and capability in forming a cross functional team for issue resolution.
has the ability and willingness to travel 30%-50% domestically and internationally.
Date: 2014-04-09
Country: US
State: NJ
City: Somerset
Category: Product Support
Job Type: Regular Employee

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