28 days ago - req29925

CS - Field Application and Technical Support Manager - Hsinchu

Customer support

Other job categories

In a nutshell

Location

Hsinchu, Taiwan

Team

Customer support

Experience

8+ years

Degree

Bachelor

Job Category

Other job categories

Travel

30%

Introduction

As leading EBI in semiconductor serve biggest foundry customer tsmc.

Job Mission

1.Support customer routine cases and projects of e-beam defect inspection and metrology at customer sites.
2.This position report to tsmc account apps manager primary and at the same time report to Taiwan region head to provide Taiwan technical support.
3.As direct focal point of tsmc customer mangers to department manger level.

Job Description

Your main responsibilities:
1. Provide technical support / management at customer sites.
2. Troubleshoots recipe / equipment problems.
3. Complete the management of on-site diagnostics and service calls.
4. Responds to emergency service calls as required.
5. Instructs customer operating technicians on system operation and maintenance.
6. Help the sales department with customers needing help or advice in applying the company’s products.
7. Provide technical support to service biz manager and AM of tsmc.

Education

BS engineering degree or equivalent experience. Masters Degree a plus.

Experience

1.Field Experience over 10 years
2.People manager over 5 years at least

Personal skills

-Must take ownership for solving issues and ensures escalations take place.
-Take proactive action for prevention or repeating error.
-Capable of resolving most issues without assistance & highly independent in a shift position.
-Ability to make decisions in the priority of problem solving.
-Work unsupervised and be responsible for projects, track equipment performance and prepare technical reports.
-Take initiative and ownership to increase skill and knowledge level in team.
-Document knowledge systematically and in an accessible way.
-Previous experience mentoring new hire engineers & helping integrate from a technical and procedural perspective.
-Clear and effective communication skills required.
-Proficient in MS Office (MS Word, Excel, PowerPoint).
-Ability to thrive in a very dynamic and high pace environment.
-Multi-task team player with good ability to work under different working environment pressures.
-Excellent customer interface skills is required.
-Open for cultural differences and able to work with a site of different cultures and WOW.
-Motivated, pro-active, self-driven, and flexible.
-Strong customer focus.
-Verbal and written language skills in English.

Context of the position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
-Manage People, manage Customer, Manage Project.
- Provide technical support to AM of tool/service biz.
-The employee is occasionally required to move around the campus.
-Job duties are often performed in confined areas in a clean room environment.
-May require travel dependent on company needs.
-Can work under deadlines.
-Must be able to read and interpret data, information, and documents.
-Can observe and respond to people and situations and interact with others encountered in the course of work.
-Can learn and apply new information or skills.


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