Specialist, Field Services

Job Title:

Specialist, Field Services

Job Description:

Job Title: Specialist, Field Services

Job Summary

As the frontline representative of Entegris, this role is focused on delivering expert technical support and outstanding service to customers in the field. It involves hands-on responsibility for installing, maintaining, troubleshooting, and repairing Gas Purification Systems to reduce downtime and enhance customer satisfaction. The position also plays a key part in fostering lasting relationships, embodying our commitment to quality and reliability, and supporting teams in driving continuous improvement.

Reports to: Manager, Field Services

Key Responsibilities

• Minimized Downtime: The primary objective is to keep customer equipment and systems running smoothly. Success is measured by a reduction in service call frequency, faster resolution times, and a high first-time fix rate. This means diagnosing issues quickly and accurately, having the necessary parts on hand, and performing repairs efficiently

• High Customer Satisfaction: You are the face of the company to the customer. Success is demonstrated through positive feedback, strong customer relationships, and a reputation for providing exceptional technical support. This includes clear communication, professionalism, and ability to explain complex technical issues in a way that the customer can understand.

• Proactive Maintenance: Success isn't just about fixing what's broken, but also about preventing failures. This role will be successfully by implementing and completing preventive maintenance schedules, advising customers on best practices, and identifying potential issues before they cause a problem.

• Accurate and Timely Documentation: Comprehensive and detailed reports of all service activities, including repairs, installations, and maintenance, are crucial. Success is defined by meticulous record-keeping, which ensures a clear history of a system 's performance and enables effective knowledge sharing within the team.

• Continuous improvement: This role contributes to business objectives by providing valuable feedback from the field to internal teams (e.g engineering, sales). Success is seen when insights from customer sites lead to improvements in product design, installation processes, and overall service delivery.

Requisite Criteria & Skills

• Technical Expertise: A strong foundation in relevant technical fields(e.g mechanical, electrical, software, and networking). The ability to read schematics, use diagnostics tools, and troubleshoot complex systems is essential.

• Problem-Solving Skills: The ability to analyze a situation, think critically, devise effective solutions under pressure. This includes a methodical approach to diagnostics and a resourceful mindset to overcome unexpected challenges in the field.

• Customer Service & Communication: Excellent interpersonal skills to build trust and rapport with customers. The ability to communicate technical information clearly and professionally, manage expectations, and handle difficult situations with patience and empathy.

• Independence & Self-Management: The capacity to work autonomously, manage a demanding schedule, prioritize tasks, and make sound decisions without constant supervision. This includes strong time management and organizational skills to ensure efficient delivery of service.

• Adaptability: The willingness and ability to quickly learn new technologies and adapt to different work environments, often in challenging conditions, A successful candidate is flexible and can handle the dynamic nature of field work.

• Safety Orientation: A commitment to safety protocols and procedures, both for personal well-being and the customer 's environment. This includes a strong understanding of semiconductor and construction industry regulations and a proactive approach to identifying and mitigating risks.