Deliver field service support and assistance to troubleshoot, repair, maintain and upgrade equipment at customer locations.
Provide email and phone response to customer requests for technical assistance in accordance with customer agreements and contractual obligations.
Mentor less experienced Field Service Engineers on technical and administrative tasks. This may be delivered via informal on-the-job training and more formal classroom training.
Develop and publish training material to support, and deliver, customer and FSE training, within the region.
Develop and translate technical documentation for procedures and processes used by regional FSE teams and customers.
Promote, manage, and execute Preventative Maintenance Agreements at customer sites, working with management and sales teams to ensure contractual obligations are met.
Troubleshoot electro-mechanical systems by reading schematics, piping and instrumentation diagrams and any technical documentation necessary to perform electrical or mechanical repairs.
Always follow safe work practices, attend safety training as assigned, and comply with all Entegris, customer and local safety regulations.
Provide timely support to global FSE teams through email and international travel as required.
Maintain proper documentation for all on-site field service support calls and any critical equipment information gathered via phone/email.
Provide parts/labor requirements to local CSR (Customer Service Representative) for customer quote generation.
Coordinate service activities within the local FSE team at customer sites, scheduling FSE visits and providing primary communication with the customer on timing and activities being performed.
Work with local sales and application engineers to ensure customer satisfaction with service performance and delivery and to coordinate cross-functional meetings and technical actions as required.
Provide detailed verbal and written feedback to Engineering, Quality Assurance, and other departments as necessary.
Serve as primary contact for large customer sites, coordinating with sales, field applications and other Entegris groups on customer communication, requirements and obligations.
Attend and successfully complete all required corporate training.