Field Service Engineer

Your role
As a Field Service Engineer , your mission is to [To provide the highest levels of field service support, including installation, commissioning, maintenance and troubleshooting of Edwards products, with key areas of focus being on safety and quality whilst ensuring strong levels of customer satisfaction. Coaching and support of other team members to deliver against customer expectations is also a requirement.]. You will report to [Field Service Team Leader].
You will
Undertakes all maintenance activities (including installation and commissioning) of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction
Proactively maintains relationships with key customers and acts as the primary feedback loop into the Edwards service sales and technical support groups to ensure all opportunities are captured by the appropriate lines of business
Conducts advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations
Demonstrates a visible and active commitment to ensure that all monitored field service activities are conducted within the boundaries of all applicable regulations, policies and procedures to ensure organizational, safety and health obligations are met. Adheres to all relevant aspects of the risk control elements.
Develops factual, detailed reports for the team leader and/or technical support personnel to enable informed decisions to be made to resolve product issues
Use Edwards processes and operating platforms to accurately capture service related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion
Provides instruction and mentors team and customers on product knowledge using global best practice training guidelines and documentation, as part of the formal certification process
Manages the set up and operation of software products and monitoring platforms
Provides guidance and direction to other team members, ensuring that best practice is at the forefront of all actions and activities
Support chamber service programs including preventive maintenance (PM), chamber inspection, CIP, overhaul and reliability improvement activities.
Identify customer pain points and business opportunities and proactively communicate them to Account Managers and Technical Support teams.
Establish and maintain professional relationships with customer engineers, supervisors and OEM service teams.
To succeed, you will need
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
You have X - X years of experience, working as a XY
Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes
Self directed with the ability to handle and resolve complex and challenging problems whilst maintaining a positive engagement with the customer
Proactively seeks customer feedback and asks questions to understand customer ‘s business to make effective decisions
Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
Able to share technical expertise and knowledge to customers and team members and provide coaching to less experienced team members
Influences other team members to deliver company objectives
Complies with all applicable laws, policies and standards to ensure organisational, safety and health obligations are met
Good written and verbal communication skills. Proficient in home country language, a basic command of written and spoken English is required
Able to use computer software to record data and write reports
Can understand and intepret technical documentation relevant to work e.g. technical drawings
Education level: University or formal qualification in a mechanical, electromechanical or an electronics discipline.
Minimum of 2 years field service experience in a relevant or related industry, ideally with a strong customer facing focus
Basic understanding of semiconductor chamber systems including Etch, Deposition and Implant applications.
In return, we offer
Culture of trust and accountability
Lifelong learning and career growth
Innovation powered by people
Comprehensive compensation and benefits
Health and well-being
Job location
Option 1: On-Site
This role requires you to work on-site at our office in Shenzhen, . You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Contact information
Talent Acquisition Team: [[recruiterName]]