Senior Engineer, Customer Support

Kulicke & Soffa; Penang; On-site; MYR 60,000 - 100,000; Full time

Job summary

Kulicke and Soffa Industries, Inc. in Malaysia is seeking a Customer Support Engineer to provide on-site technical support for the EA/APMR product line, working with local site teams and HQ to meet customer requirements and ensure product performance.

You will respond to on-site support requests, install and service machines, troubleshoot issues, and train customers on equipment and processes, including weekends when required.

Qualifications

• Diploma / Degree in any Technical/Engineering discipline.
• At least 5 years related experience with at least 3 years in semiconductor or field service.
• Knowledge in wire bonding, wedge bonding & TCB/die bonding technology is a plus.
• Able to communicate effectively and be a team player with good interpersonal skills and customer relations.
• Able to work independently and beyond normal hours when needed.
• Must possess own transport and be willing to provide weekend/short-notice support.

Responsibilities

• Respond to customers’ requests for on-site technical support.
• Install, setup and buy off new machines and support warranty and out-of-warranty units.
• Troubleshoot products and provide process and application issue support.
• Maintain close interaction with customers for operation and maintenance of systems.
• Escalate issues and coordinate with supporting teams; identify root causes and propose resolutions.
• Follow up with engineering and customers to ensure timely resolution.
• Support field retrofit programs identified by product team.
• Document best practices and maintain product data in the technical portal.
• Provide technical training to customers in the region when required.

Skills

Customer service

Technical support

English communication

Team player

Problem solving

Education

Diploma / Degree in Technical/Engineering

Job description

As a Customer Support Engineer, you will provide onsite support for our EA/APMR product line, working proactively with the local site team and HQ support teams to ensure product performance meets customer requirements and specifications while delivering excellent customer service and technical support.

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.
• Conducts product troubleshooting, provide Process & Application issues and tool/consumable qualification support.
• Maintains close interaction with customers in the operation and maintenance of systems and equipment; serves as Company liaison in relevant administrative and technical matters for assigned projects;
• 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 / Degree in any Technical/Engineering discipline.
• At least 5 years related experiences with at least 3 years in semiconductor or field service support industry.
• Knowledge in wire bonding, wedge bonding & TCB/die bonding technology is a plus.
• Able to communicate effectively and be an effective team player with good interpersonal skills, and customers relations.
• Technical analytical and problem-solving skills are essential; Field Applications exposure experiences is an added advantage.
• Able to work independently, adapt to a dynamic work environment and to work beyond normal working hours should the need arises.
• A hands-on person with a positive mindset.
• Ability to communicate in English in written and oral; interacts with customers directly.
• Possess own transport and willing to provide support over weekends and short noticed assignment.

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.