Engineer, Field Service/Support

Overview

Bruker is one of the world's leading analytical instrumentation companies enabling scientist to make breakthrough discoveries and develop new application that improve the quality of human life. Our high-performance products and high-value life science and diagnostic solutions are trusted by leading businesses, institutes, and scientists worldwide. Today, more than 11,000 employees at over 90 locations are working on this permanent challenge to make the world a better place.

Responsibilities

SUMMARY OF RESPONSIBILITIES:

The Field Service, System, and Applications position within the service organization is an ambassador of Bruker Nano Surfaces and Metrology Division. Bruker Nano Surfaces and Metrology manufactures the world's leading Cryo Dry Cleaning systems, Atomic Forces Microscopes, Stylus profilers, X-Ray Metrology (XRR, XRD, XRF, XRI, TXRF), Mask Repair, non-contact 3D optical microscope instrumentation, and Tribology systems. This technical role is responsible for customer direct post-sale instrumentation and application support including: installation, basic user and application training, instrument diagnostics/fix, and post-sale developed applications support. Individual must be customer focused with strong industry background and technical experience capable of independent judgement that enables our customers to maintain their instrument at peak performance and maximize productivity for their intended use case.

• **This position is home office based out of the Greater Austin, TX area traveling to client sites***

ESSENTIAL FUNCTIONS:

• Install and qualify Bruker Nano Surfaces and Metrology instruments, upgrades, and/or accessories including but not limited to:
• Unpack and setup metrology equipment and instrumentation and interconnection of sub-components and assemblies.
• Independently troubleshoot and overcome a wide range of start-up issues using creative solutions to ensure the objectives are met.
• Qualification of the instrument and accessories using standard customer samples.
• Work directly with customers to diagnose Bruker Semiconductor instrument issues including but not limited to:
• Diagnose, research, experiment, test, develop, optimize, communicate, and execute the most efficient solution plan for complex electro mechanical hardware/software instrument issues with minimal guidance or documentation.
• Form and drive team of senior internal and external personnel when complex issue is outside of own area of expertise using engineering problem solving methods (8D, 5 Why's, Ishikawa diagrams, etc.)
• Create and maintain record of activity in support database
• Preventative maintenance on Bruker Nano Surfaces and Metrology instruments which can include but not limited to:
• Basic maintenance and calibration of instrument and accessories
• Re-certification of instrument using both Bruker and customer samples.
• Empower customers to optimize performance of their Bruker Nano Surfaces and Metrology instruments through support and instruction including but not limited to:
• Teaching Theory of operation and training new users on instrument operation
• Demonstration of instrument ability on Bruker or customer samples, applying professional experience, judgement and industry statistical practices to enable new applications
• Provide post-sale user and application training and support samples leveraging industry experience and soft skills to fully enable customers on the instrument.
• Work with customer on in depth application needs and locate potential new applications. Autonomously work with the factories to develop these solutions.
• Establish and enhance customer relations and drive additional Bruker business including service producs.

ENVIRONMENTAL REQUIREMENTS:

• Travel both domestically and internationally for both training and customer support as needed
• Able to work in Government sites, Semiconductor cleanroom, production floor, & laboratory environments
• Must have & maintain valid driver's license

KNOWLEDGE, SKILLS, AND ABILITIES:

Customer focused, passionate about science and technology, and passionate to enable customers with Bruker technology. Basic understanding of semiconductor processing and the integral role the metrology equipment plays within the process. Proven understanding of engineering problem solving methods, statistical process control, and Gauge repeatability and reproducibility calculations. Proven experience of analytical capability, theoretical understanding of physics, working knowledge of electronics, mechanics, control systems, computers, networking, and common tooling such as oscilloscope, multi-meter, etc... to be an effective independent problem solver of complex system, product user, and/or application issues. Proven experience, independent judgment and discretion necessary to install, qualify and be a trainer and technical resource that empowers our customers in the use of complex electro-mechanical instrumentation. Proven experience to indepe