Field Service Engineer 1

Your mission is to deliver skilled on-site service that keeps our customers’ equipment performing reliably and safely. You use your expertise to repair, maintain, and support the technology they depend on. Through your work, you help customers secure the uptime and performance they need to run their operations with confidence. You join the Customer Center Service team and report into the Operations Manager.

The mission and purpose of the Field Service Engineer is to provide best in class technical support to customers for semiconductor products to ensure system and product safety, uptime, and availability in support for our customers productivity to improve their satisfaction.

The Field Service Engineer accomplishes this mission by performing complex customer support activities including but not limited to installation, modification, repair and preventive maintenance tasks of Edwards Vacuum- and Abatement equipment and systems to ensure proper working order.

• Independently conduct key operational activities, such as installation, commissioning, maintenance, and troubleshooting of Edwards products, to achieve a first-time fix rate (FTFR) of over 95%, while ensuring high levels of customer satisfaction.
• Where required, select, accurately maintain, and appropriately use Edwards Product and Field Service Operational information. Utilise Edwards processes, systems, and people network, including the Edwards Service Management Application (SMA), as needed. When applicable, use escalations (e.g., CMS), communications, and reporting to ensure a strong focus on customer satisfaction.
• Undertake software setup, operation, maintenance, and basic analytics. Conduct basic fault-finding and troubleshooting support to resolve or *escalate* issues within the agreed contractual timeframes and our Service Level Agreements (SLAs) to meet customer expectations.
• Works alongside teammates, demonstrating situational risk awareness for on-the-job Safety, Health, and Environment (SHE) practices, while providing strong support to teammates. Adheres to all relevant aspects of the risk control elements associated with all field service activities.
• You will be expected to learn and develop your knowledge and skills as a Field service engineer. You will be expected to advance to more complex product ranges after completion of applicable product training.
• Provides detailed and accurate feedback on field service activities and compiles clear and concise reports for submission to your line manager and/or technical support to enable informed decisions to be made to resolve product
• Issues. Submit relevant SMA data after completion of activities to help support operational data collection.
• As part of your role, you will be expected to set up, operate, and maintain software products and monitoring platforms on Edwards equipment.

Your skills and experience

• Education level: University or formal qualification in a mechanical, electromechanical or an electronics discipline.
• Previous field service experience in a relevant or related industry, ideally customer facing.
• Strong customer focus to ensure delivered solutions meet customer expectations and timeframes, whilst working in alignment with Edwards’s strategies and processes.
• Self-directed, with the ability to understand and resolve problems aligned with job responsibilities and escalates through the appropriate channels when required.
• Proactively seeks feedback and asks questions to understand business and improve decision making.
• Ability to share technical expertise and knowledge and provide coaching to less experienced team members.
• Collaborates with and supports team members to deliver company objectives.
• Complies with all applicable laws, policies, and standards to ensure organizational, 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 interpret technical documentation relevant to work e.g.,technical drawings.

We value diverse experiences and perspectives and are excited to see what you bring to the role.

Your compensation and benefits

We offer compensation that reflects the skills, experience, and responsibilities of the role. Pay also depends on the country where the job role is based, as compensation practices vary across our markets. During the recruitment process, we share clear information about the pay and benefits for your location, so you know what to expect before moving forward.

This role is based onsite in Leuven.

Why it is great to work with us

Your career grows through your skills, your curiosity, and th