MAIN ACTIVITIES
The Field Service engineer L4-5 is responsible to handle service visit for service visit, preventive and corrective maintenance without guidance based on schedule provided by the Field Service manager.
- Organize and drive his/her service visit in all aspects independently in timely and cost-effective: travel and lodging arrangements, communication and support plan, service visit of company’s product per BKMs, reporting as required, closure of service visit to the company specifications. Each service visit is effectively a project, and as such, the Field Service Engineer Level 4-5 is responsible for the management of these project details, including preparation, badging, tooling, communication, service visit and problem solving.
- Diagnose, troubleshoot, service, and repair complex equipment, being also self-reliant
- Proactively look for all information needed to support his/her assignment by any means available (knowledge base, , senior FSEs, experts, managers) without guidance
- Help generate/ implement corrective actions from lessons learned during service visits with primary goal of eliminating repeat issues/delays through Service Closed Loop Corrective Action process
- Develop continuously his/her personal database of lessons learned / knowledgebase
- Develop continuously her/his personal and technical skills with the support of the Company
- Provide Voice of the Field and Voice of the Customer to Field Service management
- Provide effective communication to customers regarding service visit schedule, work performed, plan of actions, resource support and expected time to completion when necessary
- Responsible for observing all laws, regulations and other applicable obligations wherever and whenever business is conducted on behalf of the Company. Expected to maintain a productive and safe working environment in accordance with established operating procedures and practices.
- On-Job Training Supervision
- Perform on-job service visit training of new field service engineer or customer
- Provide on-job service visit guidance in respect of processes to follow, documentation to supply through the course of a service visit
- Provide partial leadership and talent development to less experienced Field Service engineers
SECONDARY ACTIVITIES
- Perform basic applications support
- Perform software upgrade or troubleshooting
- Communicate regularly with the Applications group to maintain a proper awareness of the situation on the customer site she/he is visiting and ensure a proper follow-up on any action required
- The Field Service Engineer Level 4-5 may also be required sometimes to help factory team or other worldwide service team to perform their duty whenever the need arises, and the service visits schedule allows it. During this time, it is expected he / she will share his / her experience with the corresponding team for helping them develop their skills.
REQUIRED SKILLS
- Expertise in optical characterization and all characterization relative to EUMETRYS business.
- Watch for new technics that can be useful for the company or which compete against company offer.
- Analysis of situation or data with review of relevant factors and exercise of judgment within defined procedures and policies to determine appropriate action.
- Proactive attitude to meet internal and external customer expectations.
- Internal/external reporting with concise, clear and factual information
- Ability to gain cooperation of others, conducting presentations of technical and schedule information concerning his/her service visit
- Capacity to interact with customers in the planning and execution of service visits, including but not limited to training, badging, tooling, logistics, prioritization and scheduling of service visit activities.
- Personality characteristics
- German and English speaking languages are required
- Be very rigorous in his/her responses and in his/her approach to manage customers
- Be reactive to customer requests
- Be a good and positive communicator
WORKING CONDITIONS
Internally, the senior field service engineer is in relation with the peer group and factory to conduct to satisfactory closure the tasks attributes by his/her management chain.
The senior field service engineer oversees the communication process between the customer requirement, the peer group and the Engineering team of the factory.
The senior field service engineer refers to an operational manager for technical advises and helps when needed, including in respect of planning organization accordingly to company systems delivery obligations.
External communications are numerous. The senior field service engineer is the main link in technical matters with customers. Despite the distance, he/she must support customers and ensure problem solving to guarantee over years customer satisfaction.
All this communication strategy insures good relationship with customer. It is important that customer trusts us and shares with us information that can help the company development or prevents any bad situation created by a lack of communication. Therefore, the proper link with our customers is a constant task which the senior field service engineer is in charge for.
The workplace is home or office base depending his/her location. The senior field service engineer is due to travel to customers and sometimes to the company and supplier’s facilities. A lot of work will be sustained using remote connection to the systems. Work travel represents less than 70% of the work of the senior field service engineer in Europe, in the US or Japanese factories if needed for training to work directly with the US team or Japanese supplier team member.
TRAINING AND CERTIFICATIONS
The main diploma required is to be a senior field service engineer is an advanced technical or engineer diploma in order to have the credibility and the competence to exchange technical information with the maintenance engineer or manager in charge. Any specific diploma linked with the photolithography in the semiconductor industry or analytical chemistry or system engineering will be helpful.
The internal trainings are dedicated to the advance knowledge of all systems that EUMETRYS oversees representing and its associated software. The senior field service engineer oversees the maintenance’s training of customers of the company.
The senior field service engineer is also due to perform all safety training of all the EUMETRYS company customers.
Eumetrys develops a friendly environment of social respect, personal development, quality of work and of life at work, directly driven by its CEO, this with a clear sensibility on environmental and social impact.
The EUMETRYS employees are encouraged and sponsored to search and follow all personal training that they might feel like following in order to grow their personnel skills in accordance with the operational planning and manager agreement.
