Service
Chandler, AZRole Description
Our Global Business Group at Nova is looking for a Field Service Engineer who is a self-starter, has a positive attitude, is a team player, and can support our systems at the customer site in a professional manner. The FSE will perform engineering and technical activities, while utilizing company’s R&D teams to direct technology development of new products. Engineers must demonstrate the ability to interface with Tech Support, multifunctional groups to ensure the successful support, installation, qualification, maintenance, and repair of Nova products at factory locations or at customer sites in a manner that meets both customer and Nova expectations.
Why Nova:
- Certified Best Places to Work from "Great Places to Work" in 2022, 2023, 2024 and 2025 (Rated by our employees) Top 30 in our industry category
- Customer focus: We value building strong relationships. You'll be the face of Nova, working closely with customers to understand their needs.
- Continuous learning: We're passionate about growth. You'll gain in-depth knowledge of cutting-edge metrology tools, participate in industry trainings, and receive ongoing mentorship from experienced engineers
Responsibilities
- Provide technical support to Nova and end users in accordance with Nova’s warranty and service support agreements.
- Accurately document and report all customer support activities in line with Service Manager guidelines.
- Support the installation, configuration, and upgrading of new and existing equipment to ensure optimal performance.
- Share customer feedback and improvement recommendations with the Germany-based division.
- Prepare and deliver regular service reports for customers and Nova management to maintain transparency and alignment.
- Deliver customer training and retraining to ensure effective and safe operation of Nova equipment.
- Manage and maintain parts inventory at assigned locations, ensuring availability of critical components.
- Set, monitor, and maintain spare parts inventory levels in compliance with company policies.
- Repair parts and components in accordance with established service procedures and standards.
- Ensure spare systems are properly stored, maintained, and readily available for customer support needs.
- Provide technical and documentation support to the sales team as required.
- Partner with sales teams and customers on on-site product evaluations and technical assessments.
- Develop a strong understanding of customer workflows, procedures, and policies to deliver tailored support.
- Comply with customer site requirements related to safety, performance, and professional conduct.
- Maintain strict confidentiality of customer and company information.
- Deliver customer support during contracted working hours and provide extended support when business needs require.
- Diagnose, troubleshoot, analyze, and resolve technical equipment and system issues in the field.
- Work closely with end users to support system maintenance and ensure effective knowledge transfer.
- Maintain accurate reporting and documentation of all service activities as defined by the Territory or Customer Support Manager.
Requirements
- 2+ years of hands-on experience testing and troubleshooting advanced semiconductor wafer metrology systems, including integrated hardware and software components.
- Knowledge of semiconductor technical support requirements, including field service processes and procedures
- Familiarity with multi-discipline semiconductor metrology equipment and cleanroom environments
- Working knowledge of system integration across multiple equipment platforms and communication protocols, including SECS/HSMS
- Understanding of semiconductor manufacturing practices, safety standards, ergonomics, and yield requirements
- Strong project and time management skills, with the ability to prioritize tasks and meet deadlines
- Excellent problem-solving, diagnostic, and data analysis skills
- Strong written and verbal communication skills, with the ability to clearly explain technical concepts to customers and internal teams
- Ability to bend, crawl, and work around complex systems within a semiconductor fab environment
- Willingness to travel domestically and internationally for service activities, customer training, and on-site support (estimated travel 20–35%)
What will make you succeed in the role?
- Ability to work effectively in a multifunctional team, acting as a liaison between customers, Tech Support, and Applications teams.
- Ability to assist in escalation management, ensuring quick resolution of critical issues.
- Strong analytical, data analysis and diagnostics ability
- Excellent written and oral communications in both English and Mandarin
Get to know us better:
Nova (NASDAQ: NVMI) is a global company and a leading provider of innovative metrology solutions for process control in semiconductor manufacturing.
With a team of ~1200 people in three R&D centers and 27 field offices, we bring insights into the world’s most advanced industry. We leverage multiple technology fields such as physics, optics, chemistry, and algorithms to develop hardware and software solutions that measure almost every advanced computer chip built in the world.
Nova dives deep into dimensions and layers at the atomic level to extract unique insights and provide our customers with crucial decision-making data, managing critical challenges by providing unique, differentiated solutions.
Our outstanding people-focused and innovative culture means every person at Nova has the power to make an impact and significantly redefine what people can achieve through technology.
Join us if you are
A dreamer and brilliant high aimer who sees the impossible as the starting point and loves working in a multidisciplinary global team to create innovative breakthroughs.
If you need assistance due to a disability, you may contact us at [email protected]
