Support Engineer | Semiconductor

Key Responsibilities

• 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 one 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.

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 good 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.
• Familiarity with the Atlassian JIRA system for effective issue tracking and resolution.

Other Requirement Criteria

• Analytical and interpersonal skills, with the ability to proactively identify and address challenges.
• A competitive and detail-oriented approach to problem-solving, driven to achieve excellence in customer support.
• Proficient in AI-driven platforms for content generation, data analysis, and task automation to drive operational efficiency.
• Effective communication skills, with the ability to articulate technical information clearly and concisely.
• Demonstrated accountability and personal responsibility for the quality and efficiency of support provided.
• Ability to work under pressure and exercise good judgment in critical situations, ensuring quick and effective resolutions.
• Capability to work independently with minimal supervision, taking initiative to drive issue resolution.
• A team player mindset, actively collaborating with colleagues and contributing to a positive work environment.
• Commitment to safety protocols and practices, ensuring a safety-conscious approach in all support activities.
• Availability and willingness to travel to production sites/suppliers as needed for business needs.