Engineer I, Field Process

Engineer, Field Process - Phoenix, AZ

As a member of the Global Sales and Services business unit, our HVM (High Volume Manufacturing) Field Process Engineering team is the on-site process application expert in improving process run on our tool sets at our customer locations. In this role, the Field Process Engineer drives the process improvement projects, is responsible for tracing tool performance and ensuring the ASM products meet our customer requirements. The Field Process Engineer is a technical bridge between the customer process teams, the customers hardware teams and the customer account team.

The Field Process Engineer is a key customer interface and must demonstrate responsibility and proper communication when interacting with the customer. Delivering customer satisfaction is a key objective in this role.
 

What you'll be working on

On-site process support:

• Serve as the single point of contact for customers, troubleshooting malfunctions, managing concerns and resolving escalations effectively. 
• Translate technical ability and seamless communication with customers throughout the resolution process, providing clean updates and support. 
• Lead equipment qualification during installation start-up to ensure achieve customer process specifications are achieved, customer schedule is achieved, and ASM budget is achieved.
• Trace achievement of customer specifications through installation, start-up, and warranty phases, and drive containment, short-term solutions, and long-term solutions that ensure the customers’ requirements are achieved.
• Develop, maintain, and ensure relevance of technical information used by internal and external stakeholders – especially sharing lessons learned within our key account organization and Global Sales and Services business unit.
• Ensure communication vehicles, telephone, email, and presentation, etc., facilitate efficient and consistent follow-up with internal and external stakeholders.
• Work closely with the Customer to design and conduct experiments to meet the Customer’s needs (new development, CIP, troubleshooting, tool-to-tool matching).
• Evaluate, understand, and identify current customer needs, while also anticipating future needs and building long-term sustainable relationships and solutions.
• Drive continuous improvement for the customer experience through team, process, and support tool development.

What we are looking for:

• Bachelor of Science or Master's in Chemical Engineering, Materials Science, or Physics.
• Must have experience directly supporting semiconductor customers to manage escalations and drive support through ways of working.  
• Broad technical experience and business perspective preferably in the Semiconductor / Capital Equipment industry.
• Knowledge of and experience with semiconductor device applications, vacuum techniques, film characterization and metrology techniques, and deposition processes and equipment. Preference will be given to candidates who have a demonstrated history of working in HVM environments, preferably with ASM equipment.
• Experience with advanced troubleshooting/structured problem analysis methodologies
• Experience designing and conducting experiments, in addition to measuring and interpreting experimental output, aimed at fulfilling stated objectives using DOEs and statistical methods.
• Proactively support escalations, develop and manage action plans, and ensure clear communication between customer, service team, business unit, or other sub-suppliers.
• Minimal travel required, typically under 10%, on an as‑needed basis for training, technical engagement, or customer site support.
• In case of escalations, additional hours and working weekends may be required

What sets you apart: