Product Support Engineer

Based in the US and Asia, our teams work on innovative machines. But even the best technology can suffer from malfunctions at times. That’s where you come into the picture! As a Product Support Engineer, you use your knowledge and experience in the semiconductor industry to support our teams in the field regarding maintenance and engineering. How? By doing research, performing analyses and giving great advice. Your work truly makes a difference, even on the other side of the world.

What you’re going to do

As a part of our support team, you respond quickly to requests and analyze the issues at hand with the client to tackle malfunctions. Whether it’s in the shape of information and documentation, troubleshooting and root-cause analysis, spare parts, or issue- and escalation management! By this proactive and efficient approach you help manufacturers to meet their reliability, availability, productivity and imaging specs.

Your main responsibilities include:

• Collaborating with Field Service and Application Engineers who are on-site, providing technical support for customer requests, maintenance, and equipment issues.

• Managing product support request tickets in Jira, driving them to closure with 3rd Line Support and coordinating required actions to resolve issues.

• Collecting equipment and service performance data in a structured way, as well as analyzing those and proactively initiating improvements.

• Supporting engineering projects and changes by providing the service requirements and ensuring developments can be successfully implemented on the Installed Base.

• Visiting the manufacturing sites once or twice a year, to help on the spot with tasks that take up more time, like rebuilding machines.

Who you’ll be working with

You will be joining our extremely diverse Customer Support team: a young group of 7 tech savvy minds with different nationalities. Our main goal? Providing support to others in order to solve potential machine issues overseas. Each team member has their own technical specialty. We think knowledge should be shared and want to empower you to grow your role and career, giving you all the support and training you need.

What you’ll get

At Nearfield Instruments, you’ll be joining the most creative minds in science and technology from all over the world. We share a drive and have the potential to become the leading metrology instruments manufacturer. This is your chance to visibly contribute to growing our company and building revolutionary machines for the global semiconductor industry. The benefits we offer include:

• A salary matching your skills, expertise and experience.

• Benefits like a good pension scheme, a commuting allowance, and a discount on your health insurance.

• A holiday allowance of 8% and plenty of time to relax with 30 days of annual leave, based on a 40-hour week.

• An engaging onboarding program and a buddy to mentor you, so you can start with confidence.

• Unrivalled on-the-job training as you’ll be working with the industry’s top scientists, developing technology that doesn’t yet exist. And lots of opportunities to grow your career at our rapidly growing scale-up.

• An employer that is a proud ally for women and has a diverse and inclusive culture. People from over thirty countries inspire, care for and support each other. We encourage you to be or become who and what you want to be.

• An open and transparent working environment: we listen to you and empower you to take initiative and get the job done in the way that works best for you.

Who you are

The machines also run in the evening and on weekends. For that reason, it’s important that you’re flexible and at times available outside office hours. In this case, we will compensate the hours. When giving advice, you avoid staying at the surface. Instead, you delve into a case by testing, doing research and comparing. You can do this on your own, as well as with others, whom you like to share your knowledge with. All in all: you’re not afraid to go the extra mile!

You also have:

• A technical vocational or bachelor's degree.

• Broad and in-depth technical knowledge of semiconductor equipment.

• A proactive attitude, structured problem-solving skills and the ability to manage escalations. You aren’t afraid of taking ownership.

• Customer focus and the ability to build and maintain good relationships with the Field-Service teams as well as the 3rd Line Support experts in Rotterdam.

• Flexibility to support different time-zones, and occasional (short stay) travel to provide on-site support at a customer location. This occurs once or twice a year.

Who we are

At Nearfield Instruments, we develop, integrate, market and service advanced 3D metrology solutions, tackling the process control challenges in the nano industry. It’s our high-throughput 3D QUADRA SPM and our in-line AUDIRA subsurface metrology systems that help the world’s leading chipmakers assure the quality and increase production of increasingly smaller, complex and powerful IC devices. Our daringly innovative, atom-scale systems offer solutions for next-gen chips, the latest technologies such as hybrid bonding, and even the most critical layers, including gate-all-around transistors. Being a scale-up founded in 2016, we now employ some 160 of the most creative minds in science and technology.