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High-Tech Field Support Specialist
2 weeks ago
Technical Support Specialist
The position of Technical Support Specialist is a critical role that involves providing technical support to customers in order to enhance their use of our products.
This includes performing remote diagnosis, on-site troubleshooting, and follow-up after the troubleshooting process. The specialist must handle spare parts properly and consult with HQ and Factory when necessary.
- Perform remote diagnosis to fix issues remotely.
- Conduct on-site support to resolve issues that cannot be resolved remotely.
- Handle spare parts and supply them to customers as needed.
- Consult with HQ and Factory for additional support when required.
- Provide regular updates to managers on the status of field issues and whereabouts.
- Escalate issues to management in a timely manner when necessary.
- Complete administrative tasks such as daily service reports and trouble analysis reports.
- Prepare RGA for field returns and create Failure Analysis Reports.
- Support managers on all technical matters.
Requirements / Qualifications
- Bachelor's degree in Electrical or Mechanical Engineering is required.
- Technical competence in mechanical/electrical/software.
- Repair experience of mechanical assemblies, valves, or semiconductor process equipment is advantageous.
- Basic knowledge of vacuum systems and industry knowledge of SEMI/FPD/PV.
- Customer support/field service experience is desired.
- Excellent verbal and written communication skills in English and Mandarin.
- Advanced skill in presentation and dealing with customers.
- Ability to work in a team-based environment.
- At least 3 years of experience in the Semiconductor or Flat Panel Display (FPD) industry.
- Competent in full Microsoft Office suites and ERP systems such as MS Dynamics or SAP.
Key Skills:
Field Service
Troubleshooting
Microsoft Office
Control Valves
Semiconductor Industry
ERP
Onsite Support
Electrical
Microsoft Dynamics 365
Vacuum Systems
Valve Repair
Warranty
Customer Satisfaction
Reporting
Customer Focus
Semiconductor Process
Able To Work Independently
Mechanical Engineering
