Responsibilities:

• Delivers on-site services such as:
• Installation and planning (site planning, site inspection, installation)
• Problem resolutions, repairs, fixes
• Upgrades, perform engineering changes
• Preventive maintenance
• Conducting customer training
• Performs timely problem site management such as:
• Triggering alert process appropriately to prevent excessive customer anxiety. Proactive communication, including negotiations on alternative solutions, and tracking of activities till problem resolution is complete.
• Develops an effective working relationship with customer through:
• Advising customers on environmental factors such as humidity, power, air conditioning, hardware/software/application upgrades, etc., that my effect the operation of the system.
• Understanding the current and future operational support needs of the assigned customers. Having close communication with customers to ensure maximum operational reliability of their systems.
• Be an effective member of the service team through:
• Submitting timely Weekly Time Sheet and FMR.
• Proactive communication with the account team/management about customer activities. Updating and communication of customer support plans and requirements.
• Creating/maintaining account file and updating customer information timely.
• Getting feedback on customer satisfaction and acting on concerns by frequent contacts with assigned customers.
• Improves personal expertise and effectiveness by:
• Becoming familiar with Veeco Service Support Process and Alert/Escalation System
• Attending necessary training to increase competency in assigned technology and to increase productivity and professionalism.
• Practising teamwork within country, region and across disciplines.
• Develops good work practices in:
• Completing Weekly Time Sheets and FMR to account for time, expenses, inventory billing, etc.
• Following all required safety practices, as defined by Veeco and/or the customers' site safety code.
• Fully accountable for assigned company assets, including laptop, tools, test equipment, service inventory, etc.
• Attends all service meetings as assigned.
• Undertakes any other duties as may be assigned by APAC Service Manager –M&I.

Requirements:

• Bachelor Degree in Engineering or Material Science.
• At least 5 years' scientific instrument installation and servicing experience.
• Excellent analytical/troubleshooting skills and superior mechanical competence.
• Ability and Willingness to travel frequently out of home base.
• Computer literacy is a must.
• A positive team player.
• Good spoken and written communication skills in English.