Senior Engineer, Customer Support

Kulicke & Soffa; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Kulicke and Soffa is seeking a Customer Support Engineer to deliver comprehensive technical support for semiconductor equipment through the product lifecycle, including pre-sales, post-sales, and field retrofit activities. You will assist in installations, upgrades, and relocations, and diagnose complex issues with accurate troubleshooting documentation.

Travel to customer sites within the region is required; you will also train customers on basic operations and mentor junior team members in

Qualifications

• Degree in Electrical/Mechanical Engineering or related discipline.
• Minimum 5 years of relevant experience in equipment support, field service, customer support, or a similar engineering role.
• Strong understanding of machine operation, maintenance, and troubleshooting methodologies.
• Ability to read and interpret mechanical and electrical drawings.

Responsibilities

• Provide technical support for semiconductor equipment across the product lifecycle (pre-sales, post-sales, field retrofit).
• Assist in machine installations, upgrades, and relocations at customer sites.
• Diagnose advanced problems and perform repairs and troubleshooting.
• Prepare troubleshooting documentation and escalate when required.

Skills

Troubleshooting

Field service

Customer support

Communication

Education

Electrical/Mechanical Engineering degree

Job description

The Customer Support Engineer will provide technical support for semiconductor equipment throughout the product lifecycle, including pre-sales, post-sales, and field retrofit activities. Support machine installations, system upgrades, relocations, and customer acceptance processes to ensure successful deployment and optimal equipment performance.

Responsibilities:

• Support pre-sale, post-sale and field retrofit programs identified by our product team activities
• 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 company liaison between the organization and customer for both administrative and technical matters
• Develops receipts for buy-offs and performs it
• Guides and supports junior members on the team on troubleshooting
• Performs majority of middle level of 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
• Produces timely and accurate reports of activities, e.g.: service reports and expense reports

Qualifications:

• Degree in Electrical/Mechanical Engineering or related discipline
• Minimum 5 years of relevant experience in equipment support, field service, customer support, or a similar engineering role.
• Strong understanding of machine operation, maintenance, and troubleshooting methodologies
• Proficient in data collection, analysis, and problem diagnosis to identify root causes and implement effective corrective actions.
• Ability to read and interpret mechanical and electrical drawing
• Strong familiarization with measurement equipment such as ball shear or wire pull test equipment
• Strong written and verbal communication skills
• Willing to travel to customer sites within the region/country
• Possession of a valid driver's license

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.