【台中】客服工程師_K06B11

1. 新產品偕同驗證至量產後之問題查修 

2. 負責客戶產品之應對窗口，解決客戶遇到的問題 

3. 具備與客戶工程對話以及故障分析能力 

4. 可支援出差至客戶端維修 

5. 驗證報告製作及記錄分享 

6. 執行主管交辦事項。

We are looking for a talented Senior Engineer ( with EOS, DV, DVP or Sabre3D experience will be great) to become a part of our Global Flexible Workforce Team. 

1. High travel rate: 75％ of the time, including international travel (could over 50％). 

2. Comply with all safety procedures and demonstrate safety consistently as a value. 

3. Complete the installation by consistent result with specified cycle times. Control the spending within budget. Train the local engineer to have same knowledge and skills. 

4. Perform all standard installation activities from system move-in (Tier0), hardware setup (Tier1), process tuning (Tier2) independently.  

5. Be able to run upon shift model as needed and perform routine preventative maintenance within established timeframes. Complete quality repairs.  

6. Plan assimilation & Training: Train ramping operations (SOP, EHS), product knowledge assimilation, and conduct cross-product training during off-ramping. 

7. Organize startup lesson learn with overall account team. 

8. Work with site management to drive the MFG (manufacturing) quality improvement plan. 

9. Diagnose and resolve technical problems. Use training and experience to identify process and software or hardware related system problems. 

10. Assume responsibility to follow customer ground rules, regulations, and for complete customer satisfaction within work area. Assist in planning, communicating, and coordinating the installation plans with customer.  

11. Respond to fab issues by communicating with other engineers and participating in escalation conference calls. Apply diagnostic techniques, using of documentation, and test equipment with assistance from senior engineer. May participate in projects to reduce costs and increase uptime.

1. Responsible for providing quality repair and preventive maintenance service of company equipment at customer sites. May install or relocate customer equipment and perform associated start-up and check-out procedures under supervision. 

2. Perform on-site preventive maintenance. Order and replace defective units, components or parts as appropriate. 

3. Troubleshoot equipment problems and conduct diagnostic procedures to isolate problems and take steps to minimize downtime or system interruptions and eliminate equipment malfunctions. 

4. Determine corrective actions required and escalate for assistance and prompt resolution with the support of technically more experienced staff for assistance and guidance when assessing severity of malfunctions and determining corrective actions required. 

5. On the job Training (OJT) to assist with installing and start up and/or relocating equipment at customer’s site. 

6. Remain up to date on equipment/tools through appropriate training, manuals, factory periodicals and other relevant materials. 

7. Execute project action items under direct supervision. 

8. Perform other related duties as assigned by senior FSE / supervisor. 

Leadership 

May Provide on-site instruction to sub-contractors and customers. 

Customer Relation 

1. Professionally represent the company to the customer. Be committed to customer satisfaction and develop good customer relations by maintaining standards of conduct acceptable to both Lam and customers. 

2. Shadow more experienced engineer at customer site.

Technical 

1. Provide quality on-site repair, maintenance service, and complete installation/relocation start-up services of Lam‘s complex electro-mechanical and electronic systems at customer sites. 

2. Perform analytical problem-solving, troubleshooting, conduct diagnostics, isolate issues to the component level, and take corrective actions or request assistance to minimize downtime, system interruptions, and equipment malfunctions. 

3. Keep up to date on semiconductor capital equipment and Lam products through learning, training, and certification. 

4. Maintain records and reports to coordinate activities between Lam and the customer. 

5. Serve as a subject matter expert, representing Lam to our valued customers, delivering exceptional customer satisfaction. 

6. Transparently discuss opportunities and challenges with customer to increase trust. 

7. Update customer on status of Lam tools as needed. 

Leadership 

1. May Provide on-site instruction to sub-contractors and customers. 

Customer Relation  

1. Professionally represent the company to the customer. Be committed to customer satisfaction and develop good customer relations by maintaining standards of conduct acceptable to both Lam and customers. 

2. Shadow more experienced engineer at customer site

Technical 

1. Provide quality on-site repair, maintenance service, and complete installation/relocation start-up services of Lam‘s complex electro-mechanical and electronic systems at customer sites. 

2. Perform analytical problem-solving, troubleshooting, conduct diagnostics, isolate issues to the component level, and take corrective actions or request assistance to minimize downtime, system interruptions, and equipment malfunctions. 

3. Keep up to date on semiconductor capital equipment and Lam products through learning, training, and certification. 

4. Maintain records and reports to coordinate activities between Lam and the customer. 

5. Serve as a subject matter expert, representing Lam to our valued customers, delivering exceptional customer satisfaction. 

6. Transparently discuss opportunities and challenges with customer to increase trust. 

7. Update customer on status of Lam tools as needed. 

Leadership 

1. May Provide on-site instruction to sub-contractors and customers. 

Customer Relation  

1. Professionally represent the company to the customer. Be committed to customer satisfaction and develop good customer relations by maintaining standards of conduct acceptable to both Lam and customers. 

2. Shadow more experienced engineer at customer site

Technical 

1. Provide quality on-site repair, maintenance service, and complete installation/relocation start-up services of Lam‘s complex electro-mechanical and electronic systems at customer sites. 

2. Perform analytical problem-solving, troubleshooting, conduct diagnostics, isolate issues to the component level, and take corrective actions or request assistance to minimize downtime, system interruptions, and equipment malfunctions. 

3. Keep up to date on semiconductor capital equipment and Lam products through learning, training, and certification. 

4. Maintain records and reports to coordinate activities between Lam and the customer. 

5. Serve as a subject matter expert, representing Lam to our valued customers, delivering exceptional customer satisfaction. 

6. Transparently discuss opportunities and challenges with customer to increase trust. 

7. Update customer on status of Lam tools as needed. 

Leadership 

1. May Provide on-site instruction to sub-contractors and customers. 

Customer Relation  

1. Professionally represent the company to the customer. Be committed to customer satisfaction and develop good customer relations by maintaining standards of conduct acceptable to both Lam and customers. 

2. Shadow more experienced engineer at customer site

【Position Summary】  

Major responsibility is improving installation & technical skills of GFW team. Maintaining GFW and local team satisfactions, as key sponsor to lead GFW and co-work with PG/CSBG/Sales to make customer and company’s goal completed. Regular oversea support other regions while requested. 

Job Duties and Responsibilities(50 ％ of time): Technical / Operational responsibilities / Performance objectives of this position 

1. Represent field service head to local service team, develop and maintain good relationship with local team. Be accountable for service operation to achieve company goals. 

2. Manage installed base performance of assigned functions to ensure achievement of system performance to product specifications. 

3. Manage and direct the activities of field service and technical support required for installation, servicing and modification of company products 

4. Co-work with local service team, process engineering, sales and product group closely to support customer technical and production requirements, evaluate product performance and best solution delivery. 

5. Forecast and control manpower allocation and manage the utilization of engineers for a balanced absorption result. 

6. As bridge of GFW engineer and local service team to deliver clear issue statement and support need to keep improving and demonstrating system performance, availability and reliability. 

7. Coordinate hot escalation with GFW, local and support team, manage and arrange resources to estimate gaps to tool delivery and interruption of production. 

8. Secure zero safety EHS event with non-hazards environment and provide sufficient training and guide service team continuously. 

People Management (50 ％ of time): Responsibility for leading, motivating and 

developing staff 

1. Be responsible for training, motivation, employee development and discipline of assigned employees.

What we are looking for 

The service team at Nova is looking for a Service Engineer to provide product support at Nova customers. 

In this role you‘ll be joining the Global Service Group at Nova. We provide service to a large-scale install base, at leading semiconductor manufacturers worldwide. 

Responsible for training, installing, and supporting all Nova products at customer sites worldwide. 

We foster teamwork, excellence, and innovation, making customer success our main goal. 

What you will be doing 

• Implement the Customer Support Policy for the OEM End User. Supervise, maintain, and support company systems in the field. 

• Support OEM partners, and End Users internal service as defined under warranty and service support agreements. 

• Maintain, support, and guide proper training to all users, including OEM and End User personnel. (Training will be provided, in most cases, by an engineer dedicated to training). 

• Maintain proper reporting methods for all activities of customer support as defined by the Territory Service Manager/Customer Support Manager. 

• Maintain company’s parts inventory under the position’s control. Maintain proper level of stock in accordance with company spare parts tock policy, as set from time to time. 

• Assist in new equipment integration, “add-ons,” and upgrades. 

• Provide feedback to the headquarters based on experience gained with customers. 

• Support the customer beyond the defined working schedule as required.

What we are looking for 

The service team at Nova is looking for a Service Engineer to provide product support at Nova customers. 

In this role you‘ll be joining the Global Service Group at Nova. We provide service to a large-scale install base, at leading semiconductor manufacturers worldwide. 

Responsible for training, installing, and supporting all Nova products at customer sites worldwide. 

We foster teamwork, excellence, and innovation, making customer success our main goal. 

What you will be doing 

• Implement the Customer Support Policy for the OEM End User. Supervise, maintain, and support company systems in the field. 

• Support OEM partners, and End Users internal service as defined under warranty and service support agreements. 

• Maintain, support, and guide proper training to all users, including OEM and End User personnel. (Training will be provided, in most cases, by an engineer dedicated to training). 

• Maintain proper reporting methods for all activities of customer support as defined by the Territory Service Manager/Customer Support Manager. 

• Maintain company’s parts inventory under the position’s control. Maintain proper level of stock in accordance with company spare parts tock policy, as set from time to time. 

• Assist in new equipment integration, “add-ons,” and upgrades. 

• Provide feedback to the headquarters based on experience gained with customers. 

• Support the customer beyond the defined working schedule as required.

1.回覆客戶技術的問題，提供蝕刻機台技術諮詢。 

2.提供客戶處安裝、移機、檢修維護保養機台設備。 

3.接聽客戶電話，回應並處理客戶問題、故障排除。  

*可接受手機值班&on call 

*願意轉調至其他據點(新竹、台中、台南、高雄)

1.客戶廠區端駐廠工作，負責機台裝機、保養維護及其他客戶服務。 

2.廢氣處理設備及相關事業。 

3.機台維修保養及問題排除。 

4.不需輪班，需On call ，平均每週1-2次 。 

5.夜間/假日值班津貼。 

6.依年度績效考核調薪。 

7.依能力核薪，值班津貼、加班津貼另計。 

國內外多家知名半導體廠皆有採購。 

歡迎各領域伙伴加入我們的團隊。

1.回覆客戶技術的問題，提供電子顯微鏡機台技術諮詢。 

2.提供客戶處安裝、移機、檢修維護保養機台設備。 

3.接聽客戶電話，回應並處理客戶問題、故障排除。  

*可接受手機值班&on call 

*願意轉調至其他據點(新竹、台中、台南、高雄)