Staff Engineer, Customer Support

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.

• 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