Service Process Manager

仕事内容

Organization & Role

Device Interface Solutions is a growing team focused on custom interface hardware, the advanced PCB Assembly that ties our customer’s DUTs (Device Under Test) with our ATE Testers.

Responsibilities

• Ownership of the service end-to-end process
• Allocate service engineer onsite support to fix customer issues.
• Make failure report and work with SQE/ manufacture team/QC team drive root cause and recovery.
• Work with internal team and submit 8D report and present to customer. Familiar with 8D methodology
• Enhance the quality issue or RMA end to end process.
• Manage customer service issues or RMA KPI
• DIS contact window with SEG/PS/Sales for quality issues.
• Customer interface after HW is released to the customer production line.
• Work with the service engineer to assess the production failure and RMA
• Onsite troubleshooting for customer production issues when needed.
• Debug dib diagnostic online program for Probe Card and Load board at TER lab when needed.
  

Basic Qualifications & Skills

• Knowledge of 8D/5why or FEMA for failure analysis
• Strong analytical skills and practical problem-solving skills
• Knowledge of Device-Interface Probe Card, Load board Debugging/Repair
• Ability to understand the probe card and load board design circuit diagram and layout.
• Familiar with Teradyne tester, such as J750, Ultraflex, Eagle ATE experience is plus.
• Strong communicate skills with customers, suppliers, designers and manufacture around the world with time zones in Europe and US.
• Has a good working attitude. can work under high pressure & deal with constant requirement changes.
• Able to travel up to 30% to other country customer side for service support, domestic and internationally.
  
  

Education

Bachelor’s degree in engineering, EE, computer science, or computer engineering