Field Service Engineer

JOB SUMMARY

MSP provides trusted products for the Semiconductor industry focused on 2 applications.  The Vaporizer value stream provides solutions related to thin film deposition for the semiconductor market and industrial coatings.  The Metrology value stream provide wafers and lithography masks used to calibrate defect inspection systems.  The Particle Deposition System’s (PDS) used to produce these deposition standards are used withing the FAB’s of major IDM’s in Korea and south east Asia region.  They are complex tools incorporating liquid and aerosol gas flow, aerosol particle generation, and wafer handling subsystems.  

MSP’s Vaporizer Value Stream provides leading technology to the Semiconductor OEM Deposition tool industry.  MSP vaporizers, filters, and liquid flow meters provide best in class precursor vaporization enabling improved deposition of thin films or other processes (metal etch, doped epitaxial growth, industrial coatings).  These solutions are widely used in Chemical Vapor Deposition (CVD), Plasma-Enhanced Chemical Vapor Deposition (PECVD), Metal-Organic Chemical Vapor Deposition (MOCVD) and Atomic Layer Deposition (ALD) processes and tools.  

The primary role of this position is to provide customer support with respect to the Particle Deposition Systems installed in customer FABS.  This includes telephone support related equipment operation (application support) and troubleshooting, in FAB training and troubleshooting, as well as PDS installation and maintenance.  A secondary role will be supporting the vaporizer product line through in house service support in addition to onsite customer evaluation and trouble shooting.

JOB RESPONSIBILITIES

1. Provide high level technical support to IDM FAB customers in Korea and South East Asia region with primary responsibility for Korean customers.  
2. Independently handle field service issues related to customer support calls of their PDS tool.
3. Ensure customer satisfaction with every interaction including rapid response of customer issues through phone or on-site support.
4. Capture and communicate tool performance issues to US based engineering term.  Coordinate communication of issues which cannot be resolved locally to US engineering team and drive resolution of the issue through email, phone, and virtual meeting methods.
5. Coordinate and conduct installations and preventive maintenance for tools installed in Korea and South East Asia.
6. Provide on-sight training for tool operation.
7. Create, develop, and continuously improve customer support and applications database.
8. Support Vaporizer product service requirements as an integrated member of the Korea service team.
9. Perform other duties as required.
    

Job Requirements

• Understanding and effective problem solving of complex system, end user, and H/W issues. 
• Ability to establish strong relationships with both internal and external customers. 
• Demonstrated analytical and problem-solving skills with respect to complex equipment.
• Ability to quickly identify, resolves, and document fielded system issues.
• Ability to coordinate with US based engineering team on issues that cannot be resolved locally.
• Proficiency in written and spoken English.
• Ability to travel outside of Korea as required.

Education and Experience

• Bachelor’s degree in engineering or science related field is required. 
• Minimum of five years’ experience in semiconductor equipment field service. 

Knowledge of:

• Quality systems and processes
• FAB Safety Protocols and Requirements.
• Requirements to perform service work in a cleanroom.

Core Competencies:

• Demonstrated analytical capability converting test data into performance information.
• Strong analytical, decision making, problem solving and research skills.
• Strong interpersonal, organization, communication, and team interaction skills (building consensus)

EQUIPMENT TO BE USED

Must be able to 

• Use standard office equipment such as copier, fax, telephone, postage, etc.
• Operate computer and other electronic equipment
• Conduct service operations using standard electrical mechanical test equipment (volt meters, oscilloscope, pressure gauges, etc.).

WORK ENVIRONMENT

Work is typically performed in a standard production setting working at a desk or service bench on a level surface. However, this role also is required to travel to customer sites and company offices.  Air quality and noise levels are within normal limits. Eye protection is usually not required.  Under normal conditions, exposure to excessive noise, dust, humidity, and fumes is rare.  Individual may be required to work more hours than normally expected during a regular workweek depending on workload and deadline requirements.