Position Summary To strengthen our team, we are currently seeking an experienced Field Service Support Engineer. The Engineer will be responsible for the installation, preventive maintenance and general upkeep of leading-edge ZEISS semiconductor systems. The position is field based with the primary location in Chengdu area. This position will require international travel for training and exchange with factory specialists and experts. 1. Installation, preventative maintenance and general upkeep of the 3D Tomo Inspection & Me-trology Technology and Mask Shop Solutions manufactured by ZEISS 2. Troubleshooting all tool errors and making appropriate tool repairs 3. Complete all necessary forms and reports in support of department and company data collec-tion efforts such as but not limited to, expense reports, service reports, quality reports, etc. in prescribed timeframe as established by management 4. Management of part inventory including part ordering and part return 5. Liaise and schedule assigned service activities with the customer and ensure ZEISS Service Management, Customer Interaction Center, as required 6. Communication to customers and internally of all progress on equipment status and other pro-jects 7. This position will initially require travel within China with further travel to Germany for training and expertise exchange, and will ultimately reside in Chengdu Requirements 1. Bachelor’s degree in Engineering, Optics or Mechatronics is preferred, 2. Minimum 5 years of industry experience in the area of optics or mechatronics. 3. Technical experience working in the semiconductor industry 4. Experience working within the optics industry is preferred. Other skills 1. High customer orientation with special engagement and flexibility in regard to service hours 2. Ability to read and understand electrical or mechanical engineering documentation and sche-matics Team player and excellent communication skills cross functions and region 3. May periodically be required to travel internationally 4. Good manner of English in reading, writing and speaking 5. Single-handed work ability, strong hands-on mentality and the ability to assert oneself. 6. Experienced with Windows operating environments and word processing and or email applica-tions as well as with databases or CRM systems. Main Tasks 1. Responsible customer service support representative at the end customer 2. Selects from alternative service scenarios such as replace components, complex repairs and maintenance work on optical systems, the appropriate solution and perform these scenarios according to internal work instructions 3. Advises and supports customers in service and install issues 4. Process field service request by mail, phone or on site 5. Develops draft solutions, supports the development, evaluates and tests new service strate-gies 6. Documentation of service operations and assessment to drive needed changes for quality as-surance 7. Defines training content, creating documents and conducting training 8. Responsible for the interface between German Factory, local support team & management and end customer and as a contact communication with these organizations 9. Transfer learnings and BKMs between customer and HQ Apps Dev team 10. Additional duties may be assigned as required by manager
