Senior Field Service Engineer

Nova • Rio Rancho, NM

1d

About The Position

Nova's Global Business Group is seeking a Senior Field Service Engineer to support chemical metrology and process control solutions used in semiconductor metal plating applications. The systems provide automated chemical analysis, monitoring, and dosing control of copper and specialty metal plating baths to help customers maintain process stability, improve yield, and maximize tool uptime. The role involves direct engagement with customer engineering, process, and manufacturing teams to ensure system performance and customer satisfaction.

The engineer supports Nova and end users under warranty and service support agreements, assists with equipment installations and upgrades, troubleshoots and repairs systems and components, and provides customer training. The role also involves managing parts and spare-system inventories, producing customer and management reports, sharing customer feedback with Nova's division in Germany, and providing technical support to sales activities. The position requires adherence to customer site policies and confidentiality requirements.

The role involves manual and physical work, often in a cleanroom, including bending, crawling, and working around systems in a semiconductor fab. Travel to customer sites and other regions for service, training, and support is estimated at 20%. Support is provided during working hours defined by the service contract, with possible extensions beyond regular hours when needed.

Requirements

• At least 3 years of relevant experience in semiconductor equipment support or a related field.
• Bachelor of Science in Electrical, Electronics, Chemical, or Mechanical Engineering, or equivalent practical experience.
• Strong mechanical and electrical aptitude and independent troubleshooting skills.
• Experience with first-level software troubleshooting and support.
• Knowledge of semiconductor technical support requirements, field service processes, and procedures.
• Strong analytical, data-analysis, diagnostic, and problem-solving abilities.
• Excellent written and oral communication skills, including the ability to explain technical information clearly to customers and internal teams.
• Customer-relations skills and the ability to interact professionally and effectively.
• Strong project and time-management skills, including the ability to prioritize tasks and meet deadlines.
• Ability to work effectively in a multifunctional team and support escalation management.
• Ability to perform manual and physical labor, including bending, crawling, and working around systems in a semiconductor fab.
• Willingness to travel to various regions for service-related events, customer training, and support activities; estimated travel is 20%.

Nice To Haves

• Familiarity with multidiscipline semiconductor metrology equipment and cleanroom environments.
• Working knowledge of integration with different equipment platforms and communication protocols such as SECS/HSMS.
• Understanding of semiconductor practices, safety standards, ergonomics, and yield requirements.

Responsibilities

• Support Nova and end users under Nova's warranty and service support agreements.
• Maintain accurate reports of customer support activities as directed by the Service Manager.
• Assist with new equipment installations, add-ons, and upgrades, ensuring proper setup and functionality.
• Provide feedback to the division in Germany based on customer experiences and suggestions for improvement.
• Produce regular reports for customers and Nova management.
• Provide customer training and retraining as needed.
• Manage parts inventory at assigned locations and assist in setting and maintaining spare-parts inventory levels in accordance with company policies.
• Repair parts and components according to general service policies and procedures.
• Ensure spare systems are properly stored and available for customer support.
• Provide sales support, including technical information and documentation.
• Collaborate with sales and customers on on-site product evaluations and assessments.
• Learn customer operating methods, procedures, and policies to provide tailored support.
• Follow customer site policies regarding safety, performance, and behavior, and maintain confidentiality of customer information.
• Provide customer support during service-contract working hours and extend support beyond regular hours if needed.
• Work as a liaison among customers, Tech Support, and Applications teams.
• Assist with escalation management to ensure critical issues are resolved quickly.
• Travel to customer locations and other regions for service events, training, and support activities.

Benefits

• Recognized as a Great Place to Work between 2022 and 2026 based on employee feedback.
• Ongoing industry training programs and opportunities to work with cutting-edge metrology tools and experienced engineers.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior