Description
About the Field Service Engineer Role (Coopersburg, PA Based)
When it comes to impacting our customers, no other role at Shellback Semiconductor Technology is as important as that of the Field Service Engineer. This role combines on-site customer support with hands-on work at our headquarters in Coopersburg, PA, offering a unique opportunity to directly contribute to both customer success and internal operations.
As the face of Shellback, the Field Service Engineer builds strong customer relationships, solves complex technical challenges, and reinforces trust in our organization. When not traveling to customer sites, this role is based at our Coopersburg headquarters, supporting engineering, training, system builds, and internal troubleshooting efforts.
Your Impact
A Shellback Field Service Engineer must have strong electromechanical skills, advanced troubleshooting expertise, and excellent communication and customer service abilities. This role requires a high level of ownership and accountability, whether supporting customers onsite, working remotely, or contributing at our headquarters.
The ideal candidate is comfortable traveling to customer facilities while also playing an active, hands-on role within our Coopersburg location when not in the field.
Key Responsibilities
Typical Field Service Engineer responsibilities include but are not limited to:
- Provide remote troubleshooting and technical support down to the component levelย
- Travel to customer sites for installation, setup, commissioning, and escalated supportย
- Diagnose and resolve system issues using system data, remote tools, and onsite analysisย
- Ensure proper utilization and optimal performance of Shellback's equipmentย
- Minimize equipment downtime through rapid response both remotely and onsiteย
- Perform system upgrades, retrofits, and preventative maintenance activitiesย
- Manage and execute service contracts and support plansย
- Deliver both virtual and onsite training sessions for customers and internal teams ย ย ย ย ย
When Based at Coopersburg Headquarters:
- Support system builds, testing, and validation activitiesย
- Assist engineering teams with troubleshooting, root cause analysis, and product improvementsย
- Participate in internal training programs and knowledge sharingย
- Help prepare systems and documentation for customer delivery and installationย
- Support development and refinement of service procedures and best practicesย
Additional Responsibilities
- Operate with a strong sense of urgency to resolve customer issues and exceed expectationsย
- Take full ownership of customer problems and drive them through to resolutionย
- Maintain proactive and consistent communication with customers and internal teamsย
- Collaborate closely with engineering, manufacturing, and support teamsย
- Identify opportunities for product, process, or service improvements and escalate appropriatelyย
- Ensure readiness to meet customer site access, safety, and training requirementsย
Requirements
Skills/Qualifications
- Strong electromechanical aptitude with experience in a technical field service or support role within equipment manufacturing (e.g., Semiconductor, Military, Aviation, Medical, Food/Packaging)ย
- Proven ability to troubleshoot complex systems both onsite and in a controlled environmentย
- Excellent verbal and written communication skillsย
- Strong organizational skills and ability to manage multiple priorities across travel and in-house responsibilitiesย
Education/Technical Requirements
- 2-year technical degree (Electrical, Mechanical, Chemical, or related) or equivalent hands-on industry experienceย
- Proficiency with Microsoft Office and diagnostic/support toolsย
- Ability and willingness to travel approximately 75% to customer locations, including multi-day tripsย
- Must be located in or willing to relocate to the Coopersburg, PA areaย
- Ability to meet all customer site training, safety, and access requirements