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Title:  Field Service Engineer II

JOB TITLE:  Field Service Engineer II

DEPARTMENT:  Global Service

REPORTS TO:   Service Product Manager

 

About Advanced Energy

Advanced Energy Industries, Inc. (NYSE: AEIS), headquartered in Fort Collins, Colorado, USA, enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies, along with our applications know-how, inspire close partnerships and innovation in thin-film and industrial manufacturing. We are proud of our rich heritage, award-winning technologies, and we value the talents and contributions of all Advanced Energy's employees worldwide.

 

POSITION SUMMARY:

 

The Field Service Engineer (FSE) is responsible for providing customers with technical support in the field necessary to properly apply and operate AE products.  The FSE will develop solutions to problems that range from simple failures to complex muli-interaction scenarios involving AE products and customer’s tools/processes.  As a result of the FSE’s extensive and constant engagement with customers, he or she is also responsible for increasing the number and depth of AE relationships with customers and for providing real time responsiveness to the customer.  In addition, the FSE is responsible for gathering, understanding, and reporting intelligence from the field concerning industry, customer, and competitive trends and developments.

 

The FSE will teach courses related to AE’s products and technologies.  The FSE may also design product enhancements for a customer toolset, or provide applications consulting on a fee basis.  The FSE will be responsible for identifying and delivering on revenue opportunities for education, consulting, or product enhancement services provided by AE Global Service.

 

ESSENTIAL RESPONSIBILITIES:

 

1.  Build critical relationships

Demonstrate constant focus on and investment in building strong relationships with key contacts within customer accounts and with AE colleagues that are based upon mutual trust and a respect for the mutual value that is produced. Always strive to build and defend a productive and rewarding team-environment.

 

2.  Provide containment/mitigation

Propose containment/mitigation options to customer escalations and issues to ensure minimal tool down time.  Collaborate with Engineering, Service, Account team, and Product Management to provide real time solutions that are technically and commercially effective.

 

3.  Support service diagnostic/upgrade/conversion opportunities

Provide on-site investigation and diagnostic assessment of unit and process performance as needed in support of customer escalations. Assist with on-site field implementation of identified unit level upgrades and conversions (i.e. support installation of new firmware and labeling, implementation of field deployable hardware upgrades, unit conversion to new product configuration, etc.).

 

4.  Generate new business

Work with key customer contacts and AE account managers/directors, product managers, and engineers to identify and understand new opportunities, and successfully promote, apply, operate, release and support AE services in a manner consistent with AE corporate objectives.

 

5.  Defend current business

Work with key customer contacts and AE account managers/directors, product managers, engineers, customer support staff and quality staff to proactively support AE's existing business (design wins) in a manner consistent with AE corporate objectives.

 

6.  Liaise technically

Based upon day-to-day engagement with AE's customers, products and applications, act as a proactive technical liaison among AE customers and other AE personnel as required in a manner consistent with AE corporate objectives and mission statement.

 

7.  Gather information

Search for, gather, understand and communicate internally to appropriate personnel information relative to customer, industry, application and competitor trends, developments and roadmaps which have potentially substantive value to AE's ability reach our corporate objectives.

 

8.  Provide training and trouble-shooting

Provide technical product and application training to customers and AE colleagues as needed to demonstrate/promote/optimize the use of AE products and to evaluate customer needs.  As required, provide troubleshooting services in order to understand, address, and communicate product related issues.

 

WORK ENVIRONMENT:

  • Approximately 50% of time spent in laboratory/clean room environments at customer sites and AE facility, working with typical diagnostic equipment, computer technology, and customer tools.
  • Approxiately 50% of time in typical field sales office environment using standard office equipment.
  • Local, national and international travel required.

                                                                             

SKILLS:

 

Position requires strength in the following skill sets: 

  • Technical and non-technical verbal and written communication skills
  • Technical knowledge/trouble-shooting abilities
  • Negotiation/persuasiveness tactics
  • Planning and organization
  • Stress tolerance
  • Relationship and team-building
  • Use of laboratory diagnostic equipment
  • Knowledge of commercial practices (e.g.specifications, Non-Disclosure Agreements, IP-protection, business ethics, compliance rules, etc.).
  • Elementary / basic Business opportunity seeking  capability (If possible)
  • Customer friendly attitude (If possible)

 

EXPERIENCE:

Essential:

  • 1~ 8 years in a related role.
  • Working knowledge of thin film industry (e.g. semiconductor, data storage, flat panel, advanced coatings), vacuum science, and plasma processing equipment and applications.
  • Strong hands-on experience with computer driven diagnostic equipment, Visual Basic for test simulation, and Microsoft Excel for creating macros for qualification criteria.
  • For RF and DC power products: hands-on technical trouble-shooting; operation of sampling and real time oscilloscopes, waveform generators, spectrum and network analyzers, power supplies, and RF and DC fixturing for power supply characterization.

 

EDUCATION:

Essential:

  • BS in appropriate technical field such as Electrical Engineering, Physics, or Chemistry.

Desirable:

  • Advanced technical degree in applicable areas; applicable safety training (e.g.electrical safety training, hazardous materials training, etc.).