Description

When hardware or software issues in our Laser Dicing and Grooving installed base, which can neither be solved by 1st line local service nor 2nd line service are escalated to the product center in the NL. The 3rd Line support engineer decides if the issue is followed up within NL service or further escalated to the fire brigade (experts from system engineering and software development departments). He/she coordinates the 3rd line activities by working closely together with System- & Software-Engineering, R&D team as well as Process Development on one side and the service teams in the field as well as the customers on the other side. In this context he/she participates in regular service VCs between local service managers and 2nd line Service, located at our headquarters in Singapore, to stay connected to what happens in the field. If necessary, the 3rd Line Support Engineer conducts an in-depth analysis of the problem and provides advice on how to find a solution. The 3rd Line support engineer helps introducing the SW releases to the service colleagues in the field explaining new features and the changes made.

Responsibilities and activities

Decide which 3rd line issue is done by the 3rd line Support team and what goes to the experts from System Engineering and Software Development

In depth analysis of issues, advise service engineers how to find solutions or solve issues directly

Participate in regional service VCs of 1st line and 2nd line support

Introduce new SW releases to the field

Participate in quality meeting and CCB meeting

Agree to concept and intended implementation of new functionality/modules. Make sure service-related aspects are considered.

Agree to User Interface for new functionality

Define verification tests, analyse experimental results and review instructions and user manuals

Make instructions and manuals for new functionality which is developed by System Engineering and Software Engineering

Write Service Bulletins for new modules

Deployment of new functionality: Carry out Pre-FAT tests, prepare and execute installation of new LASER1205/1206 technology at launching customer including production start-up

Job requirements

Minimum Bachelor degree (or comparable) in engineering or physics

At least 5 years of experience in customer service. Having worked in the semiconductor equipment industry is an advantage

Excellent communication and leadership skills

Organizational and time-management skills

Decision-making skills

Customer oriented

Fluent in written and spoken English

Broad knowledge of performance metrics

Flexibility and ability to work under pressure

Willingness to travel several times a year (U.S., Asia, Europe)

What we offer

A young, dynamic, multi-disciplinary and international organization with challenging projects in the semiconductor industry. We offer excellent employee benefits. We value independent thinking and individual effort, but even more, we value teamwork. ASMPT focusses on your personal development by providing a training and development programs. In addition, you will have that the opportunity to visit other ASMPT locations in Hong Kong and Singapore and our customer sites in Europe, Asia and U.S.