Product Support Engineer
You use your knowledge of semiconductor equipment to support our operators around the world.
About Nearfield Instruments
Nearfield Instruments (NFI) is a fast-growing scale-up high-tech company. We design, develop, integrate, market and service advanced metrology machines. Our machines enables our customers - the world’s leading chipmakers – to increase the production yields, and thus, functionality of their microchips, which in turn leads to smaller, more powerful consumer electronics.
Founded in 2016, we bring together the most creative minds (approx. 380 employees) in science and technology and develop a one-of-a-kind, revolutionary high throughput Scanning Probe Microscopy system.
Based in the US and Asia, our teams work on innovative machines. But even the best technology can suffer from malfunctions at times. That’s where you come into the picture! As a Product Support Engineer, you use your knowledge and experience in the semiconductor industry to support our teams in the field regarding maintenance and engineering. How? By doing research, performing analyses and giving great advice. Your work truly makes a difference, even on the other side of the world.
What you’re going to do
As a part of our support team, you respond quickly to requests and analyze the issues at hand with the client to tackle malfunctions. Whether it’s in the shape of information and documentation, troubleshooting and root-cause analysis, spare parts, or issue- and escalation management! By this proactive and efficient approach you help manufacturers to meet their reliability, availability, productivity and imaging specs.
Your main responsibilities include:
Collaborating with Field Service and Application Engineers who are on-site, providing technical support for customer requests, maintenance, and equipment issues.
Managing product support request tickets in Jira, driving them to closure with 3rd Line Support and coordinating required actions to resolve issues.
Collecting equipment and service performance data in a structured way, as well as analyzing those and proactively initiating improvements.
Supporting engineering projects and changes by providing the service requirements and ensuring developments can be successfully implemented on the Installed Base.
Visiting the manufacturing sites once or twice a year, to help on the spot with tasks that take up more time, like rebuilding machines.
Who you’ll be working with
You will be joining our extremely diverse Customer Support team: a young group of 7 tech savvy minds with different nationalities. Our main goal? Providing support to others in order to solve potential machine issues overseas. Each team member has their own technical specialty. We think knowledge should be shared and want to empower you to grow your role and career, giving you all the support and training you need.
