• Provide on-site support for installation, upgrade, calibration, and maintenance of metrology tools. • Diagnose and resolve hardware and software issues independently or in collaboration with technical support teams. • Deliver technical phone support and participate in on-call rotations as needed. • Generate detailed reports on tool performance, issue resolution, and installation updates. • Maintain weekly tool status updates and contribute to internal knowledge sharing and documentation. • Foster strong customer relationships and act as a trusted technical advisor. • Ensure compliance with cleanroom protocols, safety standards, and site-specific access requirements. • Act as the primary site leader, managing day-to-day service operations and customer interactions. • Coordinate and mentor field service engineers, ensuring consistent service quality and technical development. • Manage service schedules, resource allocation, and escalation protocols to meet customer SLAs. • Lead regular customer meetings to review tool performance, service plans, and improvement initiatives. • Collaborate with internal teams (engineering, product, support) to relay field insights and drive product enhancements. • Serve as the primary point of contact for site teams regarding service request management. • Coach team members on process adherence, including the proper capture of problem statements and documentation of resolutions for the knowledge base. • Conduct monthly reviews of service request metrics to identify and address bottlenecks, ensuring timely service delivery and supporting a culture of continuous improvement. • Drive continuous improvement initiatives and contribute to strategic planning for service delivery.