Your role

As a Field Service Engineer , your mission is to [To provide the highest levels of field service support, including installation, commissioning, maintenance and troubleshooting of Edwards products, with key areas of focus being on safety and quality whilst ensuring strong levels of customer satisfaction.  Coaching and support of other team members to deliver against customer expectations is also a requirement.]. You will report to [Field Service Team Leader].

You will

• Undertakes all maintenance activities (including installation and commissioning) of Edwards products in line with Edwards global standards, whilst ensuring complete customer satisfaction
• Proactively maintains relationships with key customers and acts as the primary feedback loop into the Edwards service sales and technical support groups to ensure all opportunities are captured by the appropriate lines of business
• Conducts advanced faultfinding and troubleshooting support, targeting to resolve or escalate issues within contractual timeframe commitments to meet customers’ expectations
• Demonstrates a visible and active commitment to ensure that all monitored field service activities are conducted within the boundaries of all applicable regulations, policies and procedures to ensure organizational, safety and health obligations are met.  Adheres to all relevant aspects of the risk control elements.
• Develops factual, detailed reports for the team leader and/or technical support personnel to enable informed decisions to be made to resolve product issues
• Use Edwards processes and operating platforms to accurately capture service related information as determined by the scope of responsibility for creation of field service notifications and orders, through to completion
• Provides instruction and mentors team and customers on product knowledge using global best practice training guidelines and documentation, as part of the formal certification process
• Manages the set up and operation of software products and monitoring platforms
• Provides guidance and direction to other team members, ensuring that best practice is at the forefront of all actions and activities
• Support chamber service programs including preventive maintenance (PM), chamber inspection, CIP, overhaul and reliability improvement activities.
• Identify customer pain points and business opportunities and proactively communicate them to Account Managers and Technical Support teams.
• Establish and maintain professional relationships with customer engineers, supervisors and OEM service teams.

To succeed, you will need

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.

You have X - X years of experience, working as a XY

• Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards strategies and processes
• Self directed with the ability to handle and resolve complex and challenging problems whilst maintaining a positive engagement with the customer
• Proactively seeks customer feedback and asks questions to understand customer ‘s business to make effective decisions
• Continuously looks for better ways to improve efficiency, productivity and customer satisfaction
• Able to share technical expertise and knowledge to customers and team members and provide coaching to less experienced team members
• Influences other team members to deliver company objectives
• Complies with all applicable laws, policies and standards to ensure organisational, safety and health obligations are met
• Good written and verbal communication skills.  Proficient in home country language, a basic command of written  and spoken English is required
• Able to use computer software to record data and write reports
• Can understand and intepret technical documentation relevant to work e.g. technical drawings
• Education level:  University or formal qualification in a mechanical, electromechanical or an electronics discipline. 
• Minimum of 2 years field service experience in a relevant or related industry, ideally with a strong customer facing focus
• Basic understanding of semiconductor chamber systems including Etch, Deposition and Implant applications.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location

Option 1: On-Site
This role requires you to work on-site at our office in Shanghai, . You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.

Contact information

 Talent Acquisition Team: Summer Danfeng Hu