Summary:

This position acts as the key liaison between customer, management and on-site assigned service personnel regarding installation, maintenance, repair, testing and/or customer training issues. This is a non-exempt position with high accountability for corporate image, integrity, and results, which at times may mean extraordinary effort and working timeframes.

Essential Duties and Responsibilities:

To perform this job successfully, the individual must be able to perform each of the primary duties satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Manages plans and organizes customer activities.
Works on a wide variety of complex planning activities where material or sourcing requirements are variable and special projects where customer equipment performance is key to contractual obligations and/or project deadlines.
Assists Customer Support Management and Regional Sales Managers by understanding and communicating customer initiatives and ensuring timely closure of customer requirements.
Instructs customers in the complete operation and maintenance of equipment.
Assists customers in identifying and repairing equipment related process problems.
Participates in internal meetings to facilitate the coordination of important issues including spare parts, warranty and daily/weekly priorities.
Retrieves, compiles and reports equipment performance indicators to both customer and company Management.
Keeps Management informed of all tool down situations.
Provides technical assistance or training to less experienced personnel.
Presents and implements EVG technologies and solutions to customer.
Coordinates technical resources to track and close customer issues.
Performs in a dynamic and challenging environment with drive and creativity.

Additional Duties and Responsibilities:

Preparation and delivery of related training, measuring and recording of performance progress, serving as a liaison between customer and EVG.
Helps to oversee and provide work direction to Field Service Engineers who are also working onsite.
Prepares and submits all required paperwork on a timely routine basis.
Maintains all assigned equipment logs and records promptly and thoroughly.
Exhibits good housekeeping practices in all work areas.
Will be required to be on call, work overtime and/or travel, as required, up to 25% of the time.

Qualifications / Education / Skills and Experience

Requires a minimum of four (4) years of direct experience with EVG equipment.
Requires a bachelor's degree in a technical discipline or related field. A commensurate amount of successful field service experience in capital equipment and/or facilities experience may be considered in lieu of the formal education requirement.
A minimum of six (6) years of experience with capital equipment / facilities engineering, or field operations within the MEMS or Semiconductor industries.
A background in engineering or manufacturing preferred.
Excellent customer skillset which includes communication, priority setting, influencing and conflict resolution.
Self-driven with ability to prioritize work and accomplish tasks quickly with good problem-solving skills.
Must be detail oriented.
Solid written and verbal communication for expressing technical ideas and initiatives.
Comfortable task switching and managing multiple tasks at the same time.

Physical Demands:

While performing duties of this job, individual is regularly required to stand, sit, reach with hand and arms, stoop, kneel, crouch, crawl and lift/move up to 50 pounds. Visual acuity required. Individual is required to use hands to finger, handle or feel objects, tools, or controls frequently and be able to reach with hand and arms above shoulder level occasionally.
Ability to wear proper cleanroom attire and work inside the fab/cleanroom up to 75% of the time.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employee will be required to follow any other job-related instructions and to perform any other job- related duties requested by any person authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities.

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