Job Description

Role purpose: To perform preventive and corrective maintenance, installation, and technical support for Scanning Electron Microscopes (SEM) and associated electronic systems, ensuring high operational availability and customer satisfaction.

Key accountabilities and decision ownership [max 7]:

• Perform preventive and corrective maintenance on SEM systems at customer sites.
• Diagnose complex electronic faults using advanced tools and techniques.
• Install and configure SEM systems including hardware and software (Windows-based systems).
• Keep updated with technological advancements and incorporate best practices into maintenance routines.
• Prepare detailed service reports documenting maintenance activities, diagnostics, and solutions.
• Communicate effectively with customers to ensure satisfaction and provide technical guidance.
• Ensure minimal downtime of customer equipment through efficient troubleshooting and service delivery.

Key performance indicators 

·  Customer equipment uptime rate.

·  First-time fix rate (FTFR).

·  Number of service calls completed on schedule.

·  Customer satisfaction score (CSAT).

·  Accuracy and completeness of service documentation.

Financial or nominal impact of the job :

• Indirect impact by ensuring equipment performance and customer satisfaction, contributing to contract renewals and service sales opportunities. No direct budget ownership

Must have technical / professional qualifications:

• Technical or Engineering degree in Electronics, Physics, Mechatronics, or related fields.
• Proven experience in electronic maintenance, preferably in field service roles.
• Strong diagnostic and troubleshooting skills in electronic systems.
• Solid knowledge of electronic circuits, components, and PC hardware/software (Windows OS).
• Driver’s license and availability for frequent travel.

Crucial Interpersonal / Management skills :

• Excellent problem-solving ability.
• Strong communication and customer interaction skills.
• Ability to work independently and manage time effectively.
• Team-oriented mindset with flexibility and adaptability.

Core Behaviours and Success Factors :

• Customer focus.
• Analytical thinking.
• Proactive learning and technology updating.
• Accountability and reliability.
• Clear and precise documentation skills.