Tech Support Engineer

【Summary】
Responsible for SMS TW installed base product ( mask repair tool ) for tool issue support & improvement project.
• Technical Support: Provide technical advice and action plans to field service engineers for product issues.
• On-Site Assistance: Offer on-site support when the tool is down and the issue cannot be resolved remotely.
• Issue Escalation: Escalate tool issues to headquarters when they cannot be solved locally. Facilitate communication between the local team and headquarters, and act as the owner to review and execute action plans provided by headquarters.
• Knowledge Sharing: Develop Best Known Methods (BKM) for knowledge sharing to enhance the technical competency of the local service team.
• Training: Arrange and conduct necessary training for local field service engineers.
• CIP Execution: Act as the owner to execute Continuous Improvement Projects (CIP) recommended by headquarters and provide On-Job-Training (OJT) to field service engineers.
• Promote PCCSIM : Diagnose and troubleshoot technical issues associated with the MeRit Mask Repair Tool using PCCSIM.

【Main Task】
• Provide Prompt Support: Respond quickly to tool downtime reported by field service engineers at customer sites. Offer remote assistance or on-site support until the tool is restored to production.
• Facilitate Communication: Conduct regular meetings and maintain communication with the field service team and headquarters regarding all open tool issues. Prepare action plans and corresponding procedures, and provide on-site support if the action plan cannot be executed by the field service team.
• Oversee CIP Preparation: Review the status of all Continuous Improvement Projects (CIP). Act as the owner to discuss resource requirements with headquarters and execute the CIP at customer sites. Conduct on-the-job training (OJT) for field service engineers during CIP execution.
• Enhance Knowledge Sharing: Build and maintain a local knowledge-sharing platform to improve the technical competency of the local service team. Ensure that the latest service notes, case studies, and Best Known Methods (BKM) are disseminated to all field service engineers.
• Promote Cross-Team Collaboration: Foster collaboration across teams for complex issues or projects to ensure that all stakeholders are aligned and working towards the same objectives.

【Education】
• Bachelor degree in engineering, Master is a plus, optics or mechatronics is preferred, but not required and may be substituted with 5 years of industry experience in the area of optics or mechatronics.

【Experience】
• 5+ years of professional experience in semi-conductor industry.
• Customer service experience in semi-conductor equipment is preferred.
• Knowledge of e-beam principle, vacuum and high voltage system is a plus.
• Experience in project management is a plus.
• Experience of e-beam mask inspection & metrology is a BIG plus.

【Other skills】
• Able to analyze issue and problem in a systematical way.
• Good English communication and presentation skill. TOEIC 700+ or equivalent.
• Willingness to travel domestically and internationally

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