Field Service Engineer - TEM

The Company

 

FEI Company is a leading supplier of Tools for Nanotechâ„¢ enabling research, development and manufacture of products at the Nanoscale. Our range of industry-leading focused ion and electron beam hardware and software products are delivered to four primary Nanotechnology markets: NanoElectronics, NanoResearch, NanoIndustry and NanoBiology.  With R&D centers in North America and Europe, and Sales and Service operations in more than 40 countries around the world, FEI is bringing the Nanoscale within the grasp of leading researchers and manufacturers, helping to turn some of the biggest ideas of this century into reality.

FEI Company is a publicly traded company (FEIC) with approximately 2000 employees worldwide. At FEI Company we are committed to our employees and to diversity and innovation in the workplace.

The Mission

 
The Sales and Service Division (SSD) of FEI is charged with selling and servicing FEI products in geographical territories worldwide. The SSD Organization serves as the primary FEI contact to both potential customers and current customers alike, providing a range of value-added products and services and maintaining the highest levels of customer satisfaction.



The Position

 
The TEM Field Service Engineer is primarily responsible for ensuring the operational quality of systems equipment. More specifically, this position will be focusing on FEI TEMs (Titan and Technai). Position deliverables include instructing customers in the operation and maintenance of the system, serving as company liaison with customers on administrative and technical matters for assigned projects, interpreting customers’ needs and communicating with sales personnel, customer support representatives and/or product division engineers accordingly.

Specific deliverables include:

• Ensure the performance of customers’ TEM tools and customer satisfaction of on-site installations, servicing and repair of the range of FEI TEM systems and their associated options.
• Inspect, monitor and approve the operational quality of systems equipment.
• Instruct customers on administrative and technical matters for assigned projects and interprets customers needs.
• Instruct customers in the operation and maintenance of TEM and related systems.
• Provide slightly complex support for customers in areas of installation, repair,
modification, and preventative maintenance.
• Provide technical support for customers with routine problems.
• Provide troubleshooting and repair support for customers and other field service personnel



Position Requirements

 
The successful candidate will possess the following combination of education and experience:

Technical Requirements…

• BS degree in electronics or physics; or, engineer with A.S. degree or diploma level of education with training and experience that demonstrates the required skills.
• Typically requires a minimum of 3-5 years related experience (Level II) or 6+ years experience (Senior Level).
• Knowledge and experience supporting TEM, SEM and/or FIB technologies is highly preferred. Additional preference given for prior experience with e-beam, FIB, high-vacuum and related equipment used in electronics manufacturing markets such as Semiconductor, Data Storage, MEMS, etc.

Non Techncial requirements…

• Able to read and interpret complex systems-level and component-level schematics.
• Can complete an installation from beginning to end including sign-off and customer acceptance. Prior installation experience is required.
• Can identify and troubleshoot problems during an installation.
• Can successfully troubleshoot 85-90% of assigned customer workload.
• Must demonstrate a clear working knowledge and ability of common windows-based software for reporting. This may include Microsoft applications such as Word, Excel and Power Point. Additional preference for experience with ERP and/or reporting software modules.
• Good communication skills are required as this position works regularly with customers and various internal departments such as logistics, call center, manufacturing and engineering.
• Must be able to obtain a valid passport and travel regionally, nationally and internationally as required.

Key Success Factors…

• Proven ability to interface with customers on a regular basis.
• Ability to receive and execute tasks with instructions on complex assignments.
• Requires no supervision on routine tasks; minimal supervision and instruction on complex tasks.
• Works on complex problems where analysis of situations or data requires ability to solve
problems in an imaginative and practical ways.
• Uses professional concepts and company policies and procedures to solve a variety of problems.
• Fully trained Service Engineer on specific product line.
• Excellent communication skills are required.
• Excellent customer service skills.
• Exercises judgment within generally defined practices and policies in selecting methods and
techniques for obtaining solutions.
• Ability to work independently.
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