Customer Support Engineer (Semicon)

• Managing and prioritizing issues to ensure timely resolution by collaborating effectively with cross-functional teams, including Customer Service, R&D, Quality, and Product Line departments.
• Identifying key field issues and providing valuable feedback to contribute to continuous improvement efforts in product performance and customer satisfaction.
• Offering technical information, expert guidance, and remote assistance to Field Service Engineers (FSEs) for effective machine troubleshooting and issue resolution.
• Serving as 2nd level support for technical and quality issues specific to assigned machine platforms, demonstrating in-depth knowledge and expertise in these areas.
• Utilizing the JIRA service desk system proficiently to efficiently manage issue resolution, meeting or exceeding Service Level Agreement (SLA) requirements.
• Actively participating in structured knowledge transfer sessions and leveraging field issue experiences to continuously enhance problem-solving capabilities and technical expertise.
• Taking ownership and responsibility for at least 1 machine platform, demonstrating proactive management, and serving as a backup for an additional machine platform.
• Collaborating with the Support Center Manager to achieve committed department Key Performance Indicators (KPIs), actively contributing to team success.
• Conducting root cause analysis and collaborating with relevant teams to implement preventive measures, reducing issue recurrence and enhancing overall equipment performance.
• Staying updated with the latest industry trends, technological advancements, and best practices in semiconductor equipment and support to continuously improve service delivery.

Requirements
Education
Bachelor's or Master's degree in Electronics, Electrical, or Mechatronics Engineering.
Work experience

Minimum of 5 years of working experience in a specific machine platform, with a background in Die attach process and application.
Experience in project management, demonstrating efficient handling of multiple tasks and priorities
Expertise and methodology
Competency in MS-Office for data analysis, reporting, and presentation.
Other requirement criteria