Senior Customer Support Engineer
Location
Taiwan
Summary
The Asia Customer Support Engineer supports and services DCG Systems’ clients throughout Asia, and is the primary contact to our customers for resolving issues and failures. The ideal individual must maintain a strong professional presence, have experience working with a diverse variety of people and cultures, troubleshoot and debug complex systems, and provide excellent customer service. This is a highly visible position in a growing company with the potential for advancement.
Responsibilities
The Customer Support Engineer (CSE) provides supports to customers through performance of installations, upgrades, repairs, and maintenance of complex capital equipment and systems. In addition, the CSE is responsible to resolve issues directly or with assistance of factory technical support resources, and act as a customer service advocate, i.e. instructing customers in the operation and maintenance of the system.
Job responsibilities include, but are not limited to:
- Analyzes, diagnoses, and troubleshoots equipment problems via telephone or at customer site
- Performs installation, repair, retrofits, upgrades and preventive maintenance on equipment installed at customer sites
- Regularly provides assistance, guidance, leadership, and technical assistance to junior or less experienced Customer Service Engineers; may serve as site leader for the customer
- Maintains and manages an assigned installation equipment base. This includes providing primary support, forecasting, conducting customer support meetings, and ensuring regular communication with the customer
- Assists customers in the receipt, installation, and testing of equipment
- Conducts equipment troubleshooting, analysis, and debugging in support of installation or operating activities
- Provides service education and training to customer's service and operations staff
- Ensures that parts are available and as specified for service requirements
- Maintains appropriate tools are on hand and as required
- Travels as required for the purposes of performing service activities at customer sites or backfilling for other Customer Service Engineers
- Completes service, expense reports, and other administrative responsibilities in accordance with company's procedures and with supervisor's approval
- Uses company technical documentation and provides feedback for improvement
- Performs other duties as assigned
Skills
Required
- Technical school or training or equivalent experience, with 8+ years experience in Field Service or Customer Service Engineering servicing Semiconductor Capital Equipment
- Fluent in English, must have strong oral and written communication skills.
- Strong customer focus with good interpersonal, facilitation, verbal, written and listening communication skills
- Strong technical debug and troubleshooting skills
- Planning, Prioritization, Problem Solving, and Organizational Skills
- Able to travel up to 50% and easily obtain a travel visa for Malaysia, Singapore, Korea, Japan, and China
- Must be able to lift up to 50 lbs.
- Ability to quickly learn new technical concepts and exercise reasonable judgment (without supervision) and have a high attention to detail
- Mechanically Adept – must be able to use handheld mechanical tools; read and interpret drawings and diagrams; knowledge of and ability to meet workmanship/quality standards
Preferred
- Experience in Semiconductor Failure Analysis (FA) methodologies, techniques and equipment
- Fluency in additional languages a plus (Cantonese, Mandarin, Korean, Japanese)
Education
- Bachelor degree in Engineering or Physics
If you are interested in this position, we invite you to Submit Your Resume.
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