Field Service Engineer

Bruker is enabling scientists to make breakthrough discoveries and develop new applications that improve the quality of human life. Bruker’s high performance scientific instruments and high value analytical and diagnostic solutions enable scientists to explore life and materials at molecular, cellular, and microscopic levels. In close cooperation with our customers, Bruker is enabling innovation, improved productivity, and customer success in life science molecular and cell biology research, in applied and pharma applications, in microscopy and nanoanalysis, as well as in industrial applications. Today, worldwide more than 8500 employees are working on this permanent challenge at over 90 locations.

Bruker offers differentiated, high-value life science and diagnostics systems and solutions in preclinical imaging, clinical phenomics research, proteomics and multiomics, spatial and single-cell biology, functional structural and condensate biology, as well as in clinical microbiology and molecular diagnostics.

Please visit www.bruker.com.

Our BSI Nano Segment comprises Bruker AXS, Bruker Nano Analytics, Bruker Nano Surfaces and Metrology, Fluorescence Microscopy, and Canopy Divisions. It provides customers in academic and governmental institutions, life science, materials and applied industries with the tools to determine the characteristics of matter and visualize the structure of molecules.

Bruker Nano Surfaces and Metrology solutions include atomic force microscopy instrumentation (AFM) and non-contact nanometer resolution solution topography through white light interferometry and stylus profilometry. In addition, the division manufacturers and markets automated X-ray metrology, automated AFM defect-detection and photomask repair and cleaning equipment for semiconductor process control.

As a Field Service Engineer, your responsibilities include but not limited to:

1. Performs site surveys, pre-installation, installation of Bruker Semiconductor Metrology Tools (X-Ray products) for customers both domestic and international
2. Performs monthly, quarterly, biannual, and annual periodic maintenance within established time frames of Bruker Semiconductor Metrology Tools (JVSensus/XRR/XRF/HRXRD/XCD systems) for customers both domestic and international
3. Provide high level technical support to external customers at their location
4. Provide on-site training to the customers
5. Interface with cross functional work teams such as field applications, customer support/services, product management, manufacturing and marketing/sales
6. Develop Service technical documentation
7. Create, develop, and continuously improve the customer support & applications knowledge database
8. Timely and professionally handle field service calls and issues arising from the field service
9. Performs basic applications support of Bruker Semiconductor Metrology Tools for customers both domestic and international
10. Visits, triage with field applications scientists as appropriate
11. Timely complete and submit all required paperwork
12. Flexible schedule; team runs 24/7/365 to accommodate our customer’s needs
13. Effectively handle multiple priorities, organize workload, and meet deadlines
14. Communicate with the customer to ensure satisfaction and implement any necessary corrective actions
15. Misc. other duties commensurate with the capabilities of a Field Service Engineer

The essential function of this position is:

• 70% Technical support (Diagnostics/troubleshooting/on-site/phone/e-mail/web-ex/SAP RMAs, etc.)
• 30% Knowledge data base development, delivery of training, basic application support and Escalation support (technical analysis, cross-functional engagement, plan of action, on-site support, etc...)

You may also be tasked to perform additional responsibilities such as:

• Pre-sales support
• Other duties as assigned

To be successful in this position, you will possess the following:

• KNOWLEDGE, SKILLS, AND ABILITIES:
  • Ability to establish strong relationships with key customers critical to success, both internally and externally.
  • Proven theoretical understanding of physics and effective problem solving of complex system, product user, and H/W issues.
  • Demonstrated excellent verbal, written, interpersonal communication skills, fluency in English.
  • Proven ability to develop and maintain strong relationships at various levels; build credibility and trust with internal partners and customers.
  • Self-motivated, able to prioritize and take initiative, strong organizational and time management skills.
  • Ability to quickly ramp on new tools and processes.
  • Demonstrated strong analytical and problem-solving skills.
  • Ability to take the initiative and drive for results.
  • Strong time management skills that enable on-time project delivery.

• EDUCATIONAL/EXPERIENCE REQUIREMENTS:
  • Bachelor’s degree or equivalent technical qualifications in electrical/ mechanical engineering or physical sciences. Masters or higher-level education is preferred. Metrology experience within Semiconductor Market an advantage. Working knowledge of MS Office, Excel.
  • Working knowledge and ability to test and troubleshoot mechanical, electrical analog and factory Automation
  • 10+ years of relevant Semiconductor industry experience, preferably metrology products.
  • X-Ray(JVSensus/XRF/XRR/XRD) system service experience or background in Technical Support preferred.

• ENVIRONMENTAL REQUIREMENTS:
  • 80% travel both domestically and internationally on short notice
  • Able to work in production floor, cleanroom, & laboratory environments
  • Able to work overtime and available for weekend support