- high tech, nanotechnology
Your Mission
As a First Line Support Engineer you will play a crucial role as the central knowledge hub of our Service organization. You will be responsible for providing technical support to our customers, troubleshooting system issues and ensuring smooth operation of our nano-precision EBPG systems. Additionally, you will supervise and coordinate all field actions, serving as the go-to person and point of contact for our Field service engineers.
Your responsibilities
- You enable our Service organization in our ambition to prevent issues from happening or mitigate customer impact, by taking initiative on setting up improvements, sharing knowledge and identifying structural issues.
- You are the first point of contact for our Raith EBPG customers.
- The primary task of the first line support is to respond, provide and coordinate follow up to customer inquiries and system related issues reported.
- These inquires come in via phone and email. In this role you execute the initial troubleshooting, collect and document needed information and where possible, via remote system access, solve an issue.
- You’re there to structure Field issues, formulate help requests and work in close cooperation and consultation with field service engineers, the Technical Support Group and other specialists to solve issues with highest customer satisfaction.
- In case a solution via remote assistance/support is not possible – you will coordinate the actions and translate the information in action plans to the assigned service engineer who will provide follow up, either remote or on-site.
- As owner of an issue, you are prepared to travel on site to share your knowledge and apply best practices with your colleagues and solve issues.
- The activities need to be carried out having the service agreement coverage and the agreed response time in mind, where we strive for “first time right”, structured approach, excellent communication, and maximize customer satisfaction.
- As an owner of issues, you strive for leaving no open ends, follow through until you’re positive that quality is satisfactorily for both you and our customers.
- Next to the direct customer support activities, also other supportive tasks belong to the function eg.: preparing parts requests, logging of service calls/reports, supporting incoming goods checks, preparations for installation activities, internal reporting and administrative tasks
Your Qualifications
- Bachelor in electronics/mechatronics/physics with a strong hands on mentality and broad technical knowledge (vacuum technology, electronics, computer, software, high voltage systems, mechanics).
- Customer oriented, analytical skills and preferably experienced in trouble shooting EBPG system issues.
- Good command of the English language - both speaking and writing – is essential. Control of the German language is a plus.
- Process-oriented, accurate and structured working style
- Very good communication and organization skills
- At least 5 years of experience in a similar role within semiconductor
- Motivation to work on the latest technology that is used to develop microchips for your cell phone, VR glasses and nanostructures
Why us?
- Structured training
- Partnership cooperation
- Diverse personnel development measures and development prospects in a growing global organization
Contact person
Amanda Verdonk, HR Business Partner NL
Message to agencies:
This vacancy is only intended for applicants who are looking for a job at Raith, not for W&S agencies or individuals who are represented by a W&S agency. Acquisition is not appreciated. Therefore, such submissions will be considered unsolicited and will not be considered. We kindly ask you to accept this and not to approach us.
