Field Service Engineer - Customer On-Site

About the Field Service Engineer Role

When it comes to impacting our customers, no other role at Shellback Semiconductor Technology is as important as that of the Field Service Engineer. No other role has as much customer interaction and has great an opportunity to directly contribute to our customers’ success. The Field Service Engineer is Shellback’s face to the customer and is a highly valued resource. Customers depend on Shellback’s global field service team to solve their problems, build relationships, and help strengthen our customer’s trust in our organization. 

Your Impact

A Shellback Field Service Engineer - Customer On-Site must have strong electromechanical skills and troubleshooting expertise as well as excellent communication, presentation and customer service skills. It is equally important that the Field Service Engineer demonstrate the highest level of ownership and accountability.  A Shellback Field Service Engineer must also be able to meet and complete all customer fab training and access requirements for the customers they serve. Applicants for this position must be located in or willing to relocate to the Austin, TX area. 

Key Responsibilities

Typical Field Service Engineer responsibilities include but are not limited to:

• Installation and setup of Shellback’s equipment at the Customer site

• Ensuring the proper utilization of Shellback’s products

• Minimizing tool down time

• Troubleshooting problems at the system down to the Component Level

• Performing upgrades

• Managing and executing retrofit plans

• Managing and executing service contracts

• Optimizing performance of Shellback’s products at the Customer site

• Providing in-house Field Service Engineer and Customer training classes 

Additional Responsibilities:

• Field Service Engineers are expected to operate with a sense of urgency to resolve problems that meet or exceed Customer expectations

• Field Service Engineers own identified Customer problems, and it is their responsibility to see it through to completion

• Field Service Engineers never leave a customer site or location until the job is complete or the Customer is satisfied with the action plan provided

• Field Service Engineers always over communicate with the Customer by closing the loop and never assuming that Customers are aware of the actions being taken by the Field Service Engineer

• Field Service Engineers view opportunities as their responsibility to address or makes sure that it gets in the hands of the person who can resolve

Skills/Qualifications

The candidate must also have a strong electro-mechanical aptitude with some experience in a technical field service role for any equipment manufacturing company in various industries including but not limited to Military, Aviation, Medical, Food/Packaging and of course the Semiconductor and related devices industry.

Education/Technical Requirements

· 2 year technical degree (Electrical, Mechanical, Chemical or related) with extensive industry experience

· Strong written and oral communication skills and be proficient with Microsoft suite of Office products. 

· Minimal travel outside of metro area (~10%) to other customer locations as required.