Senior Global Product Support Engineer

le contenu du travail

ASM is a leading, global supplier of semiconductor wafer processing equipment. Our ambitious team is dedicated to delivering innovative technology solutions to the world’s leading semiconductor manufacturers. We have over 2,200 employees based in 16 countries, including Belgium, Japan, Netherlands, South Korea, Singapore, Taiwan and United States. Together we work to develop Epitaxy, ALD, PEALD, Vertical Furnaces and PECVD thin-film deposition technologies for our customers. Our goal is to remain an industry leader by being ahead of what’s next. We accomplish this by focusing on finding collaborative solutions to make integrated circuits, or chips, smaller, faster and even more powerful.

As a Senior Global Product Support Engineerat ASM, you’ll have the opportunities to get involved in a wider scope of work compared to our larger competitors. While the workload is challenging, you are given the independence and autonomy to perform at your peak. This work requires thinking “outside of the box” in an innovative manner, so you must have the ability to collaborate with others to deliver creative solutions, work well under pressure and pay great attention to small details.

Key Responsibilities:

• Represent Business Unit to handle all customer situations, and to develop action plans present to internally and externally.

• Be an active member of ASM core teams and ensure all new products incorporate service concerns.

• Develops procedures and documents best known methods for service, preventive and corrective maintenance tasks

• Interaction with Hardware, Electrical, Controls, Process, and Software engineering teams to become the system level expert on new products being developed.

• Explain highly technical and complex information to management and the customer from either a verbal or written medium.

• Have evolved and effective communication skill that allow quick and efficient troubleshooting remotely.

• Exercise judgment within broadly defined practices and policies in selecting methods, techniques, tools and evaluation criteria for obtaining results.

• Acts as a role model and mentor while assisting in the development of customer service skills with subordinates and peers.

• Understand and utilize the ECR (Engineering Change Request)/ CIP (Continued Improvement Process)/ FA (Failure Analysis) suggestion processes.

• Travel to customer site when problem cannot be resolved and fix the problem 95% of the time.

• Provide fast, quality solutions to field and customer personnel.

Requirements:

• 8-10+ years product support role in Semiconductor OEM industry, or in vendor side.

• Bachelor degree in electrical engineering, chemistry, computer science; Master degree is preferred.

• Equipment experience preferred in: ALD, PECVD, Epi, Diffusion.

• Highly skilled in electrical and mechanical techniques and overall equipment system knowledge (process, HW/SW).

• Ability to handle all of support calls and escalations without assistance.

• Be able to write in a clear and concise manner in English.

• Strong and positive attitude, leadership, ability to problem solving and root cause analysis, safety-first mentality.

• Be willing to travel domestically and internationally. Domestic travel: 25%~50%.

• Strong computer skills, SAP experience is preferred.

• Have strong knowledge of all ASM field operations policies and procedures.

• Working knowledge of MS Word, Excel, PowerPoint, and Project.

ASM, an inclusive workplace

We at ASM are a truly global organization that works diligently with an open-mind in all areas of our business. We strive for a culture and work style that fosters trust and transparency. We put our people first, and that is how we will continue to succeed. We are an equal opportunity employer and value diversity. We recognize and value the differences between individuals, including gender, ethnicity, religious beliefs, sexual orientation, knowledge and experience, work background, age, skills, amongst others. Recruiting and developing a diverse workforce provides a wide range of perspectives. This enables a culture of continuously exploring and adopting new technological ideas and innovations, and it also enables us to deliver excellent products and service to our clients.