Advanced Engineer, Customer Support

Reporting to the Manager of Customer Support, the Advanced Engineer is responsible for post-sales support of our products. He/she will provide highly visible customer support through the performance of on-site installation, servicing and repair of complex equipment and systems. We look for an experienced and suitably candidate to fill the role of Advanced Engineer, Customer Support.

Responsibilities:

1. Provides responses to customers’ requests for on-site technical support.
2. Conducts product troubleshooting, provides process and tool/consumable support.
3. Responsible for new machines installation, warranty support, system upgrade, training and necessary support.
4. Maintains close interaction with customers in the operation and maintenance of systems and equipment; serves as Company liaison in relevant administrative and technical matters for assigned projects.
5. Provides feedback and input to relevant parties, i.e., Product Engineering, Account Manager, or Product Marketing team in respect of customer needs and supports.
6. Escalate field issues timely.
7. Document best practices for customers' applications into our technical portal and maintenance of product data.
8. Trainings will be provided to familiarize with our equipment and processes.

Qualifications:

1. Diploma / Degree in any Technical/Engineering discipline.
2. At least 2 – 3 years relevant experience in semiconductor assembly manufacturing environment preferred.
3. Knowledge in wire bonding, wedge bonding & TCB/die bonding technology is a plus.
4. Able to draft detailed troubleshooting and service reports.
5. Ability to communicate in English in written and oral; interacts with customers directly.
6. Able to work independently and to work beyond normal working hours should the need arise.
7. Interpersonal skills and customer support knowledge are essential.
8. Willing to travel within the region/country.
9. Proficient in Microsoft Office (MS PowerPoint, Word and Excel etc.) and other relevant tools.