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About the Role
The Production Service Engineer manages customer accounts, focusing on after-sales support for local and international clients to ensure a positive customer experience and product satisfaction. This role involves improving production yield, resolving test program issues, and overseeing equipment installation and relocation, including on-site repairs and field change orders.
Responsibilities
- Deliver post-sales service support for automated test and handling products, including troubleshooting production test programs, resolving test issues, and overseeing acceptance and upgrades.
- Provide engineering and technical assistance, emphasizing debugging of test programs and hardware.
- Recommend enhancements and solutions to improve production yield and maximize equipment utilization.
- Offer support for customer license management matters.
- Collaborate with the Service Sales team to identify and pursue in-house solution-focused business opportunities.
- Ensure all service contract deliverables are met according to required standards.
- Provide technical feedback to the factory for product improvements and new design development.
- Offer consultancy services to customers to boost equipment efficiency and performance.
- Support and potentially manage the integration of equipment into customer factory automation systems.
- Assist or lead technical projects, solving customer problems efficiently and effectively.
- Deliver hardware support services for Handler and integrated ATE system solutions within established policies, processes, and procedures.
- Solve complex problems related to system uptime or availability.
- Perform failure data and parts usage analysis using Excel.
- Demonstrate strong teamwork and communication with local support team members and management.
- Respond to all hardware technical support needs from assigned account(s).
- Complete administrative tasks associated with performed tasks in a timely and accurate manner.
Requirements
- Bachelor's degree in Electronics Engineering, Electrical Engineering, or a related field.
- 4-6 years of experience in the semiconductor manufacturing industry.
- Demonstrated account management experience with a strong focus on customer satisfaction and issue resolution.
- Proficiency in C++ and Java.
- Experience with Advantest V93000 products is a plus.
- Excellent communication and interpersonal skills with a professional, customer-focused approach.
- Self-motivated, results-driven, and committed to delivering exceptional customer service.
- Strong analytical and problem-solving skills with the ability to apply data-driven methodologies.
- Experience with Overall Equipment Effectiveness (OEE) and productivity improvement initiatives.
- Knowledge of smart manufacturing concepts and experience developing innovative factory solutions.
- Project management experience preferred.
- Experience troubleshooting test programs, production yield issues, and semiconductor test equipment in a manufacturing environment.
- Ability to travel to customer sites on short notice (less than 24 hours), up to approximately 35%.
- Must be able to lift 35 pounds without assistance.
- Must be able to bend into machinery without restrictions.
- Ability to push or pull up to 200 lbs. of test equipment and tools using a qualified cart or pallet jack.
- Ability to transport parts or equipment weighing up to 35 lbs.
- System repair/servicing requires frequent bending, stooping, kneeling, twisting and occasionally working in unusual positions using full body mobility.
- Ability to work overtime upon short notice.
Skills
- C++
- Java
- Advantest V93000 products
- Troubleshooting production test programs
- Resolving test issues
- Debugging test programs
- Debugging hardware
- Improving production yield
- Maximizing equipment utilization
- License management
- Service contract management
- Technical feedback
- Consultancy services
- Equipment integration
- Factory automation systems
- Technical project management
- Hardware support services
- ATE system solutions
- System uptime analysis
- System availability analysis
- Failure data analysis
- Parts usage analysis
- Teamwork
- Communication
- Account management
- Customer satisfaction
- Issue resolution
- Customer service
- Analytical skills
- Problem-solving skills
- Data-driven methodologies
- Overall Equipment Effectiveness (OEE)
- Productivity improvement
- Smart manufacturing concepts
- Factory solutions development
- Semiconductor test equipment troubleshooting
Experience Level
- 4-6 years
Education Level
- Bachelor's degree in Electronics Engineering, Electrical Engineering, or a related field.