Senior Technical Support Engineer

7 days ago

Singapore ASM Full time

ASM is recruiting for** Regional Product Support Engineer **in our ALD/EPI/CVD/Furnace business function. You will be part of a team providing technical support / trouble shooting at client site. As a key driver of business success, you will play a vital role in strengthening and enabling business success through developing and improving processes run on our toolsets at customer sites. As a **R**egional **P**roduct **S**upport you will be responsible to understand our customers’ needs and provide support to ensure we deliver quality service and add value to and even aim to exceed customers’ expectations.

**JOB RESPONSIBILITIES**
- Maintain tool uptime and ensure excellent execution of installation and support of hardware issues.
- Develop, maintain, and ensure the relevance of technical information used by internal and external stakeholders.
- Understand and build long-term innovative global technology systems that enable enhanced customer relationships.
- Drive continuous improvement of the customer experience through team, hardware, software, and support tool development.
- Drive and manage new product installs and subsequent hardware development.
- Projects manage new evaluations and ensure the success of the project.
- Additional assigned tasks when necessary.
- Business travel is required when necessary.

**REQUIREMENTS**
- At least a Bachelor’s degree Engineering discipline or equivalent technical studies
- Minimum 4 years of experience of directly related experience. (i.e. ALD, PEALD, EPI, PECVD,CVD)
- At least 10 years of experience in the electronic or semiconductor industry
- Strong positive attitude, ability to work in a team environment or individually, drive meetings, provide guidance to co-workers, and foster excellent internal ASM relations.
- Ability to handle all customer situations, developing action plans then presenting and driving resolution to both ASM and customer.
- Ability to work responsibly with all ASM resources and departments in a multifunctional high paced atmosphere independent of supervision on highly complex problems
- Be a system expert for support of field problems, travel to customer site domestically and internationally with short notice
- Skilled in electrical and mechanical techniques and overall equipment system
- Drive and execute knowledge of ASM Escalation process including managing action lists, handle >95% of support calls and legacy tool escalations without assistance and driving other experts to close the remaining issues you can’t resolve
- Strong ability to develop action plans on technical issues with customers and field personnel and ability to influence others to achieve results
- Highly evolved phone and technical skills to analyze, technically direct and address tool issues remotely
- Proven success in building collaborative partnerships with customers and internal stakeholders
- Ability to work in a team environment with tight deadlines and multiple priorities
- Ability to write technical/quality report, such as FMEA, investigation report, 8D, etc.
- Accurate, timely reporting, ability to coach peers
- English language fluency is required as you will be working with international clients and customers
- Effective communication skills: ability to speak and write in a clear and concise manner, and to accurately and fully convey issues to peers, management, or customers
- Must be comfortable to handle business travel over 50% per annual

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