Service Engineer Industry Focus on Quality, Projects, Customer Cases (m/f/d)

Heidelberg Instruments Mikrotechnik GmbH

Heidelberg Instruments Mikrotechnik GmbH is an international leader in microsystem technology and semiconductor technology.

Since 1984, we have been developing and manufacturing high-precision laser lithography systems at the Heidelberg site – for customers from research, development and industry worldwide. Our innovative power, our high technological demand and a dedicated customer service make us an appreciated partner in the international high-tech market.

With 400 employees worldwide – some 275 of them in Heidelberg – we have already successfully installed more than 1,500 systems and provide them with a global service network.

Heidelberg Instruments is part of the LAB14 Group – a network of leading high-tech companies that is driving innovations in the fields of micro and nano manufacturing as well as surface analysis.

We expressly stress that all people – regardless of gender, nationality, ethnic and social origin, religion/worldview, disability, age and sexual orientation – are equally welcome.

A versatile, exciting and independent task in our growing company at Heidelberg site with high innovative strength in the field of microsystem technology and semiconductor technology.

You meet a challenging actuating field and work in a motivated team where you can personally introduce yourself and work creatively.

The task

Technical support for our high-precision laser exposure systems for industrial and academic users in semiconductor and nanotechnology Close cooperation with development, production and application to allow feedback from the field to flow into product optimization Installation, commissioning and acceptance of complex laser exposure systems at our local customers – nationally and internationally Error analysis and fixation via remote support or directly with the customer Maintenance and repair of existing equipment according to customer specifications Adjustment and calibration of optical components and system parameterization Advising customers on technical extensions and modernizations of existing systems Support for machine upgrades, retrofitting of new technologies (sensory, robotics, automation) Documentation of service operations and measures according to internal standards Training and instruction of customer staff and internal employees in operation and maintenance of our systems Quality (Service Quality Engineer): Analysis and reporting of service characteristics (e.g. first-time fix rate, MTTR) Control of customer complaints and execution of fault analyses (8D, Ishikawa, 5-Why) Support for internal and external audits (e.g. ISO 9001) Creation and maintenance of a knowledge base for 'Lessons Learned' and error prevention Projects (Service Project Engineer): Planning and implementation of technical projects (e.g. upgrades, retrofits, system rollouts) Technical coordination between service, development and customers Support for special reconstructions and interdisciplinary projects Technical documentation and handovers Case Management (Service Case Manager): Tracking and coordination of complex or escalated service cases Systematic improvement of processing quality and reaction time Interface between customers, service management and technology teams Analysis and documentation of service processes, causes and measures

Completed studies or technical degree in the field of electrical engineering, mechatronics, mechanical engineering, automation technology, physics, etc. Practical experience in working with systems under clean room conditions (e.g. ISO 5–8) and knowledge in safe behavior in the clean room are desirable. Experience in service operations, project coordination or quality management. Knowledge of electronics, mechanics and ideally optics and software applications. Experience in installation, commissioning or technical service of advantage. Safe handling of PC hardware, operating systems (Windows/Linux) and configuration and diagnostic tools. Experience in handling CRM and ERP systems (e.g. Salesforce). Analytical and structured operation, high self-responsibility. Embossed communication and team skills – even in complex cases. High readiness and ability to work into complex special facilities and technologies. Hands-on mentality and pronounced customer orientation. Travel readiness > 30 %, priority Europe, occasionally worldwide. Very good knowledge of German and English in word and writing. Valid EU licence class B (up to 3.5 t).

A responsible position with high autonomy in a technologically leading company!

Safe workplace in a fast-growing environment. Flexible 40-hour week, 30 vacation days and modern work forms. Continuing and continuing training and a comprehensive training programme. Jobticket, JobRad, employee discounts and grants (e.g. for food). Collaborative working environment with short decision paths. Regular team events and offers such as yoga, boulders, football.

We look forward to your meaningful application documents, including your payroll based on a 40h week (full time). .