The Senior Field Service Engineer is responsible for product service and support at customer locations for Gas Purification Systems. Work performed includes product start-up and commissioning, customer training, technical support, troubleshooting, repairs, and maintenance. They are expected to work independently with minimal input from management. Additional responsibilities include mentoring and training Level I and Level II Field Service Engineers within the region, including on-the-job training and support. They may be required to be the primary service interface for a customer site or installation, ensuring that service delivery and communication meet or exceed customer expectations.
Key Responsibilities
- Deliver field service support and assistance to troubleshoot, repair, maintain and upgrade equipment at customer locations.
- Provide email and phone responses to customer requests for technical assistance in accordance with customer agreements and contractual obligations.
- Mentor less experienced Field Service Engineers on technical and administrative tasks. This may be delivered via informal on-the-job training and more formal classroom training.
- Develop and publish training material to support, and deliver, customer and FSE training, within the region.
- Develop and translate technical documentation for procedures and processes used by regional FSE teams and customers.
- Promote, manage, and execute Preventative Maintenance Agreements at customer sites, working with management and sales teams to ensure contractual obligations are met.
- Troubleshoot electro-mechanical systems by reading schematics, piping and instrumentation diagrams and any technical documentation necessary to perform electrical or mechanical repairs.
- Always follow safe work practices, attend safety training as assigned, and comply with all Entegris, customer and local safety regulations.
- Provide timely support to global FSE teams through email and international travel as required.
- Maintain proper documentation for all on-site field service support calls and any critical equipment information gathered via phone/email.
- Provide parts/labor requirements to local CSR (Customer Service Representative) for customer quote generation.
- Coordinate service activities within the local FSE team at customer sites, scheduling FSE visits and providing primary communication with the customer on timing and activities being performed.
- Work with local sales and application engineers to ensure customer satisfaction with service performance and delivery and to coordinate cross-functional meetings and technical actions as required.
- Provide detailed verbal and written feedback to Engineering, Quality Assurance, and other departments as necessary.
- Serve as primary contact for large customer sites, coordinating with sales, field applications and other Entegris groups on customer communication, requirements and obligations.
- Attend and successfully complete all required corporate training
Requisite Criteria & Skills
- Technical, engineering or scientific degree or equivalent field service experience required
- Senior Level: 8-10 years of Field Service experience.
- The ability to independently understand, troubleshoot, and resolve hardware and software issues in complex electromechanical and pneumatic systems.
- The ability to work both independently and as a team is required while communicating effectively to both internal and external customers.
- Strong computer skills including word processing, spreadsheets, email, etc.
- Strong communication skills, English fluency a significant plus
- Semiconductor and/or gas industry experience a plus
- Ability to obtain a valid Passport and Visas for international travel is required
- A valid driver’s license required
