Advanced Engineer, Customer Support

Kulicke & Soffa; Penang; On-site; MYR 60,000 - 90,000; Full time

Job summary

Kulicke & Soffa is seeking a Customer Support Engineer in Penang to provide post-sales technical support for complex equipment at customer sites. You will install, troubleshoot, maintain, and repair systems, ensuring customer satisfaction.

Qualifications include a technical degree, 2–3 years in semiconductor field service, and strong English communication. Travel within the region and beyond regular hours may be required.

Qualifications

• Diploma or Degree in any Technical/Engineering discipline.
• 2–3 years relevant experience in semiconductor assembly/manufacturing or field service preferred.
• Knowledge in wire bonding is a plus.
• Able to draft detailed troubleshooting and service reports.
• Ability to communicate in English in written and oral; interacts with customers directly.
• Willing to travel within the region; able to work beyond normal hours if needed.
• Interpersonal skills and customer support knowledge are essential.

Responsibilities

• Respond to on-site customer requests for technical support.
• Install, setup, and buy off new machines; support warranty and out-of-warranty repairs.
• Maintain close interaction with customers for operation and maintenance of systems.
• Escalate issues and communicate requirements to support teams; identify root causes.
• Follow up with engineering and customers to ensure timely resolution of issues.
• Support field retrofit programs identified by the product team.
• Document best practices in the technical portal and maintain product data.
• Provide technical training to customers in the region when required.
• Trainings will be provided to familiarize with equipment and processes.

Skills

Customer support

Troubleshooting

English communication

Interpersonal skills

Travel willingness

Independent worker

Wire bonding knowledge

Education

Technical/Engineering degree or diploma

Tools

MS PowerPoint

MS Word

Excel

Job description

As a Customer Support Engineer, you will be responsible for providing post-sales technical support for our products. This includes delivering highly visible customer support through the installation, maintenance, troubleshooting, and repair of complex equipment and systems at customer sites.

Responsibilities

• Responses to customers’ request for on-site technical support.
• Performs new machines installation, setup and buy off. Also responsible for providing support to all warranty machines & out of warranty machine support underpaid service.
• Maintains close interaction with customers in the operation and maintenance of systems and equipment.
• Escalates issues and communicates on customers’ requirements timely with all supporting team. Works towards identification of root causes and propose resolutions.
• Performs follow-up activities with engineering support team and customers to ensure technical issues are timely resolved.
• Supports field retrofit programs identified by our product team.
• Document best practices for customers applications into our technical portal and maintenance of product data.
• Provide technical training to customers in the region when required.
• Trainings will be provided to familiarize with our equipment and processes.

Qualifications

• Diploma or Degree in any Technical/Engineering discipline;
• At least 2 to 3 years relevant experience in semiconductor assembly manufacturing/ field service support environment preferred;
• Knowledge in wire bonding, wedge bonding & TCB/die bonding technology is a plus
• Able to draft detailed troubleshooting and service reports;
• Ability to communicate in English in written and oral; interacts with customers directly;
• Able to work independently and to work beyond normal working hours should the need arise.
• Interpersonal skills and customer support knowledge are essential. Field Applications exposure experiences is an added advantage.
• Willing to travel within the region.
• Knowledge in wire bonding technology is a plus;
• Competent in PC tools (MS PowerPoint, Word and Excel etc).

Company overview:

Founded in 1951, Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize in developing cutting-edge semiconductor and electronics assembly solutions enabling a smarter and more sustainable future. Ever-growing range of products and services supports growth and facilitates technology transitions across large-scale markets.

Please refer to the website for more details: www.kns.com.

Kulicke & Soffa recruits on the basis of merit (such as skills, experience or ability to perform the job), regardless of age, race, gender, religion, marital status and family responsibilities, or disability.