Customer Support Engineer (Semicon)

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD is seeking an experienced professional to manage and prioritize technical issues across cross-functional teams including Customer Service, R&D, Quality, and Product Lines. The role provides remote assistance to Field Service Engineers and acts as a second-level support for machine platforms in semiconductor equipment.

You will drive problem solving through root cause analysis, contribute to continuous improvement, and ensure adherence to SLAs while

Qualifications

• Bachelor's or Master's degree in Electronics, Electrical, or Mechatronics Engineering.
• Minimum of 5 years of working experience in a specific machine platform, with a background in Die attach process and application.
• Experience in project management, demonstrating efficient handling of multiple tasks and priorities.
• Competency in MS-Office for data analysis, reporting, and presentation.

Responsibilities

• Managing and prioritizing issues to ensure timely resolution by collaborating with cross-functional teams (Customer Service, R&D, Quality, Product Line).
• Identifying key field issues and providing feedback to contribute to continuous improvement in product performance and customer satisfaction.
• Offering technical information, expert guidance, and remote assistance to Field Service Engineers for effective troubleshooting and issue resolution.
• Serving as 2nd level support for technical and quality issues on assigned machine platforms with in-depth knowledge.
• Utilizing the JIRA service desk system to manage issue resolution and meet SLA requirements.
• Participating in knowledge transfer sessions and leveraging field experiences to improve problem-solving capabilities.
• Taking ownership of at least 1 machine platform and backing up an additional platform.
• Collaborating with the Support Center Manager to achieve department KPIs.
• Conducting root cause analysis and implementing preventive measures to reduce recurrence.
• Staying updated with industry trends and best practices in semiconductor equipment and support.

Skills

MS-Office

Education

Bachelor's or Master's in Electronics/Electrical/Mechatronics

Tools

JIRA service desk

Job description

• 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 1 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.

Requirements

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 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.

Other requirement criteria