Staff Engineer, Customer Support

Kulicke & Soffa; Malaysia; On-site; MYR 90,000 - 130,000; Full time

Job summary

Kulicke & Soffa in Malaysia seeks a Customer Support Engineer who performs on-site installation, diagnoses, troubleshooting, service, and repair of KS equipment, and provides responsive support to ensure customers' successful use of the systems.

You will train customers, coach junior team, handle complex problems, and coordinate with departments. Requires Engineering degree and at least 8 years' experience, strong KS machine knowledge, and travel to customer sites regionally.

Qualifications

• Engineering degree or technical study required.
• Minimum 8 years of relevant experience in semiconductor equipment.
• Strong knowledge of Kulicke & Soffa equipment and data analysis skills.

Responsibilities

• Assists in machine installation at customer site including new equipment, upgrades and system relocations.
• Diagnose advanced problems and perform repairs and troubleshooting.
• Prepare documentation of troubleshooting and escalate to other departments when required.
• Provide basic training to customers in operation and maintenance of the system.
• Serve as key liaison between the company and customer for administrative and technical matters.
• Develop buy-off receipts and perform them independently.
• Coach junior team members on advanced equipment troubleshooting and applications.
• Conduct process optimization and identify key process parameters.

Skills

On-site installation

Troubleshooting

Customer training

Communication skills

Data analytics

Education

Engineering degree

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

Knowledge & Experience requirements

• At least 8 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

About Kulicke & Soffa

Kulicke & Soffa (NASDAQ: KLIC) is a global leader in the design and manufacture of semiconductor assembly equipment. As one of the pioneers of the industry, K&S has provided customers with market leading packaging solutions for decades. In recent years K&S has expanded its product offerings through strategic acquisitions, adding wedge bonding and a broader range of expendable tools to its core ball bonding products. Combined with its extensive expertise in process technology, K&S is well positioned to help customers meet the challenges of assembling the next-generation semiconductor devices.

Kulicke & Soffa, incorporated in 1951 and comprising of approximately 2,200 employees worldwide, provides equipment and tools that are used in the production of a wide range of semiconductor devices. Our customers produce the "chips" that drive the information economy and enable products such as computers, smart phones, media tablets, LED TVs, and pacemakers.

K&S And The Global Marketplace

Through the use of all of our resources, primarily the incredibly talented and skilled members of our leadership team and our workforce, we are able to effectively and continuously market our products and services to both contract manufacturers and integrated device manufacturers for a wide range of applications. We offer a diverse and comprehensive array of solutions suited to any potential need of all potential customers across the globe. We are a customer centric organization with a proven track record of delivering innovative, high quality and cost effective products.

What can I earn as a Customer Support Engineer