This position is responsible for leading service activities of SMT HVM products in Taiwan.

Summary

Provide quality technical support including Preventive Maintenance, repairs and installations as well as proactively problem solving.
Working closely with HQ team/Application team/OEM partner/customer for technical escalation and service improvement.
Customer interface of technical communication and manage customer satisfaction.

Main Task

Install the tool at customer site and provide quality service to maintain tool availability.
Technical escalation owner to HQ for tool down, performance issue and customer wish.
Technical contact window of OEM partner/customer and manage the communication.
Collaboration with HQ on service related documents and procedures.
Collaboration with Application team for customer's escalation
Support Software and Application activities
Train field service engineers

Specific Duties

Ensure the tool installation success within defined cycle time.
Ensure effective communication and escalation for problem solving.
Create and maintain the database of service lesson learnt and BKM.
Effectively conduct knowledge sharing, on-site training/coaching to maturate FSE skills.
On-call or on-site duty for the fast response to customer's tool down escalation.

Education

Experience

3+ years as an equipment engineer in semiconductor industry, better to have field service engineer experience of equipment suppliers.
E-beam inspection tools service experience is required.
Quality hands-on capabilities.
Fluent English - TOEIC 750
Willing to travel internationally and domestic for required training and customer service. 3-6 months travel for initial training is required.
Good internal/external communication and interpersonal skills
High customer orientation with high flexibility and deep engagement in regard to tool service

Other skills

HVM Service Engineer