Staff Engineer, Customer Support

Job Description

The candidate provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of K&S equipment and systems.
Day-to-Day activities include:
On site installation of equipment including new equipment, upgrades and also system relocation
Providing troubleshooting for both hardware and software.
Providing responsive telephone and email support, ensuring customers' successful use of equipment
Developing buy-off receipts
Instructing and Training customers in the use of the equipment
Coaching of junior team members
Finding and solving a highly complex of hardware and/or software problems
For this job, the candidate will need to have an Engineering degree/Technical Study and be familiar with the technical aspects of equipment with at least 8 years of relevant working experience. He/she should have strong K&S relevant machine knowledge and data analysis skills. He/she should also have strong problem solving and excellent communication skills.

Responsibilities

Assists in machine installation at customer site including new equipment, upgrades and system relocations
Evaluates and diagnose advance problems and making appropriate repairs and troubleshooting
Prepares documentation of troubleshooting completed and providing proper escalation to other departments when required
Provides basic training to customers in the basic operations and maintenance of the system
Acts as the key company liaison between the organization and customer for both administrative and technical matters. Assigns the responsibility of the resolution of issue accordingly to the respective departments.
Independently develops receipts for buy-offs and performs it
Guides and supports junior members on the team on advanced equipment troubleshooting and applications
Performs all mid-level and some complex application development and process optimization, including defining the key variables for a process optimization, finding the working window for key process parameters
Provides clarification on customer technical requirements and queries
Performs machine evaluation with moderation guidance
Performs general MTBA, UPH and Yield improvement task
Produces timely and accurate reports of activities, e.g.: service reports and expense reports
Technical Account Management (Larger accounts) or Certified Trainings

Qualifications

Knowledge & Experience requirements
At least 5 years of working experience
General equipment knowledge and can read basic mechanical and electrical drawing
Ability to collect data and perform necessary analytics to troubleshoot problem
Ability to perform machine evaluation with moderation guidance to qualify K&S equipment
Strong machine and tooling design concept knowledge
Strong machine knowledge
Strong familiarization with measurement equipment such as ball shear or wire pull test equipment

Education Requirements
Degree/Technical study in Engineering Discipline - Preferably in Engineering/ Electrical/ Mechanical

Other requirements
Strong Problem-Solving Skills
Excellent communication skills
Strong written and verbal communication skills in required language
Willing to travel to customer sites within the region/country
Valid driver's license
Senior Level in the Semiconductor or related industry