Product Support Engineer (Spector)

Veeco•Town of Oyster Bay, NY

19d•$82,734 - $104,796•Onsite

About The Position

When a Veeco ion beam deposition or etch system encounters a critical issue at a customer fab halfway around the world, you are the person who figures out what went wrong and drives it to resolution. Veeco's semiconductor served available market is projected to more than double, from $1.3 billion to $2.7 billion, driven by advancements in AI and high-performance computing. As a Product Support Engineer based in Plainview, NY, you will serve as the technical bridge between Veeco's factory and its global customer base — diagnosing system-level failures (both remotely and on-site), coordinating factory resources to resolve field escalations, authoring the technical documentation that field engineers depend on, and delivering the training that certifies customers and field teams to operate Veeco's ion beam deposition (IBD), ion beam etch (IBE), and vapor deposition platforms. This role gives you direct customer exposure, international travel, and cross-functional influence across engineering, manufacturing, and field service — with the autonomy to own problems end to end.

Requirements

BS degree in a technical field (Electrical, Mechanical, or Process Engineering preferred) with a minimum of 5 years of relevant experience. An equivalent combination of education and experience may be considered.
Experience in field service and/or customer technical support for vacuum, electrical, and mechanical systems in a high-tech or semiconductor manufacturing environment.
Willingness to travel a minimum of 30%, both internationally and domestically, for system repair, installation, training, and customer engagement.

Nice To Haves

Working knowledge of ion beam and deposition system theory and operation — including IBD (ion beam deposition), IBE (ion beam etch), CVD (chemical vapor deposition), PVD (physical vapor deposition), and DLC (diamond-like carbon) processes — sufficient to diagnose system-level issues and deliver credible training to customers and field engineers.
Hands-on diagnostic ability across vacuum systems, electromechanical assemblies, electrical subsystems, and process-related components, with a structured approach to root-cause analysis.
Experience authoring technical documentation — procedures, troubleshooting guides, and technical bulletins — written clearly enough for field service engineers and customer operators to follow without additional interpretation.
Familiarity with SAP or a comparable enterprise resource planning (ERP) system, particularly for service order management and material requirements planning (MRP).
Skilled at communicating complex technical issues clearly and confidently to diverse audiences — including customers, field engineers, factory engineering teams, and senior leadership — across cultures and time zones.
Ability to manage multiple concurrent escalations, travel schedules, and documentation deliverables without dropping threads, maintaining responsiveness even when operating across time zones and during after-hours critical escalations.
Track record of collaborating across engineering, manufacturing, and field service functions to resolve technical issues under time pressure, with the autonomy to own problems end to end while keeping stakeholders informed.
Knowledge of semiconductor equipment operations and manufacturing processes preferred, including familiarity with electronics, automation, and industrial control systems.

Responsibilities

Serve as the primary technical link between the factory and global field operations, responding to customer escalations and field support requests by diagnosing system-level failures - both hands-on at customer sites and through remote diagnostic methods — and coordinating factory engineering resources to drive each issue to documented resolution.
Conduct failure analyses on field-returned equipment, identifying root causes, recommending corrective actions (including return authorization decisions), and feeding findings back into engineering to reduce repeat failures across the installed base.
Author technical documentation - procedures, troubleshooting guides, and technical bulletins - that customers and field service engineers rely on daily to operate, maintain, and diagnose Veeco's ion beam and deposition systems.
Deliver instructional training on system integration, start-up, operation, and maintenance to customers and Veeco field engineers, building the technical competence that keeps tools running at high utilization.
Represent the product support perspective in cross-functional forums — including Product Ramp reviews, customer Account Action meetings, Escalation reviews, Design Reviews, FMEA (Failure Mode and Effects Analysis) sessions, and New Product Development programs — translating field intelligence into engineering actions that improve product reliability and customer satisfaction.
Collect and analyze field failure data, identify trends across the installed base, and drive corrective actions that measurably reduce downtime and repeat incidents.
Collaborate with Manufacturing Operations on new system builds and shipments, ensuring that lessons learned from the field are incorporated into factory processes before tools leave the dock.