Team Lead Field Service Engineer (Engineer in Charge)
A core tenet at IMS is a 'People First' point of view. We agonize over getting the right people on board, in the right seats, and fostering an environment where each person can find autonomy, mastery, and purpose in their work. The Team Lead Field Service Engineer (Engineer in Charge) has a keen focus on customer satisfaction, strong technical troubleshooting skills and experience, and the ability to lead a team of approximately 5 Field Service Engineers in their day-to-day efforts. A successful Team Lead Field Service Engineer (Engineer in Charge) at IMS displays strong problem-solving and decision-making skills coupled with a deep understanding of the impact of quickly diagnosing and addressing problems in the customer environment. They have a strong desire to master both the technical attributes of our Multi-Beat Mask Writer and the people leadership skills required to take the lead role in front of our critical customer..
IMS has a primary US office in Santa Clara, CA – in the heart of Silicon Valley - a critical office and training center in Hillsboro, OR and a smaller office in Boise, ID; this role requires an in-person presence in our Hillsboro, OR office with a daily presence at our customer site(s). This is an exempt role that reports directly to the Field Service Engineering Manager of IMS America and has strong alignment to the headquarters R&D and Operations teams in Austria.
IMS has a primary US office in Santa Clara, CA – in the heart of Silicon Valley - a critical office and training center in Hillsboro, OR and a smaller office in Boise, ID; this role requires an in-person presence in our Hillsboro, OR office with a daily presence at our customer site(s). This is an exempt role that reports directly to the Field Service Engineering Manager of IMS America and has strong alignment to the headquarters R&D and Operations teams in Austria.
Your Responsibilities:
Lead a growing team of professional Field Service Engineers in Hillsboro, OR
Internally align on and direct the activities related to the installation, annual preventive maintenance and issue resolution of a growing fleet of Multi-beam mask writers;
Assess the appropriate assignment of resources to tasks and activities depending on tool status and customer requirements
Manage on-call support coverage by the Field Service Engineering team
Have a hands-on role in supporting the team during peak demand and critical escalation situations
Meet or exceed the demanding expectations of IMS’ leading US customer in terms of equipment performance to KPIs (tool availability, uptime, and MTTR, etc.)
Ensure that the IMS defined methodologies and procedures are uniformly followed and provide feedback to Headquarters regarding improvements, gaps, or necessary changes
Take full accountability for driving special taskforce teams that handle customer escalations and challenging incidents, including professional and regular communication with both the customer and headquarters functions
Ensure seamless and transparent communication of all status updates both to IMS US and to IMS Operations leadership in Austria
Maintain fully up-to-date tool and fleet KPI tracking and ensure data integrity and reliability of the metrics
Maintain and build excellent customer relationships with local Tool Owners and other key customer stakeholders
Lead regular fab-related customer meetings with a focus on updating the ongoing and planned issue-resolution, installation, and Annual Preventive Maintenance activities of your team
Partner with the Logistics Administrator for the IMS US team to ensure accurate tracking and provisioning of spare parts and consumables to meet customer KPIs
Regularly engage with our European (Vienna, Austria) headquarters personnel for escalations, spares replenishment, and new options training for the Field Service Engineers.
Your Qualification:
You have a Bachelor’ of Science degree in an Engineering discipline
5+ years of Field Service experience with a minimum of 3 years in a leadership position
At least 3 – and preferably 5 – years of customer-facing experience coupled with good communication – written and verbal - skills
You exhibit good problem-solving skills coupled with a natural curiosity and project- or program-management experience
You have excellent interpersonal skills, enjoy being part of and integrating with a global team
You are excited to be part of a fast-paced and fast growing entity
We offer:
We are a leading high-tech company with headquarters in Austria and international subsidiaries (Taiwan, Korea, USA).
Excellent professional and personal development opportunities in an international company
Very collegial and motivated team with short communication channels
Top-equipped workplace (modern office, laptop, height-adjustable desk)