Field Service Engineer

Technoprobe; Osnago; On-site; EUR 32,000 - 52,000; Full time

Job summary

Technoprobe is seeking a Field Service Engineer to perform on-site installation, service, repair, and hardware/software integration at customer sites. You will conduct site inspections, configure equipment, and provide on-site and remote troubleshooting under supervision.

You will maintain service records and collaborate with R&D and product teams to address customer requirements. A technical diploma and good English are required, with travel up to 50% per year.

Qualifications

• High school technical diploma (Electrical/Mechanical/Mechatronics).
• Good English (written and spoken).
• Strong customer-focused mindset and communication skills.
• Experience with basic data analysis and MS Office.
• Willingness to travel up to 50% per year, up to 1 month consecutively.

Responsibilities

• Follow project at the Fab near Milano during production phases.
• Conduct site inspections and final testing before shipment.
• Disassemble/reassemble equipment for installation at customer site.
• Provide remote and on-site troubleshooting and support.
• Maintain service logs and documentation in the database.
• Provide trainings for end users and ensure customer satisfaction.
• Travel to customer locations and coordinate with teams to resolve issues.

Skills

English proficiency

Customer service

Troubleshooting

Time management

Teamwork

Education

Technical high school diploma

Tools

MS Office

Diagnostic tools

Job description

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The FSE will perform complex customer support activities involving onsite installation, service, repair, hardware/software integration, process and development support, test support, troubleshooting, and training at customer site in a timely and cost-effective manner.

Your Role and Responsibilities:

• Follow the assigned project during the production phases in the company Fab near Milano;
• Conduct site inspections and final testing to ensure construction compliance with plans and specifications in the production Fab prior shipment to customer site;
• Disassemble and reassemble the equipment for expedition and installation on customer site;
• Communicate with customer and prepare the on-site pre-installation activities;
• Install and qualify the equipment of assigned customer site in a timely and cost-effective manner to achieve tools sign off under supervision of your manager and/or senior peers at our key customer;
• Perform the basic operational and troubleshooting trainings for customer end users;
• Taking care of installation, acceptance and service reports and general documentations as required by the company and by the customer;
• Maintain accurate service logs and enter them in the database;
• Provide the needed remote and on-site troubleshooting support using advanced root cause finding methodologies;
• Provide the needed remote and on-site customer/service support during and after the warranty period covered by dedicated service contracts;
• Travel to assigned customer locations, managing to arrive in a timely manner based on customer location and issue;
• Provide excellent customer service, listening carefully to customer concerns and addressing internally issues until customer is satisfied;
• Update and maintain assigned machines per dedicated specifications;
• Maintain parts inventory, personal library of machine manuals, company-assigned laptop and tools;
• Attend ongoing training events sponsored by company or tools manufacturers to stay up to date on the latest technology and repair options.

Requisiti

• High school technical diploma or equivalent (Electrical/ Mechanical/ Mechatronics);
• Good knowledge of the English language (written and spoken);
• Good communication and customer-focused mindset;
• Understanding of tools and technology needed to complete repairs (Technoprobe provides tools);
• Travel time availability 50% (per year), max. 1 month in a row;
• Team working with our service team to improve equipment performances;
• Ability to work productively with minimal supervision;
• Collaboration with our global sales, factory support and product technology teams;
• Communicate new requirements and challenges to our R&D department;
• Good analytical abilities and experience with data analysis and MS Office software;
• Enthusiasm, strong motivation, sense of responsibility, spirit of initiative,time management, and problem-solving skills.

Preferred:

• Three years’ experience in hardware support or repair work;
• Three or more years in a customer-facing role;
• Familiar with quality management and methods like FMEA, 8D-reports;
• Ideally experience of semiconductor industry and knowledge of semiconductor processes.