Staff Engineer, Customer Support

The candidate provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of K&S equipment and systems. 
Day-to-Day activities include:
•    On site installation of equipment including new equipment, upgrades and also system relocation
•    Providing troubleshooting for both hardware and software. 
•    Providing responsive telephone and email support, ensuring customers' successful use of equipment
•    Developing buy-off receipts
•    Instructing and Training customers in the use of the equipment
•    Coaching of junior team members  
•    Finding and solving a highly complex of hardware and/or software problems
For this job, the candidate will need to have an Engineering degree/Technical Study and be familiar with the technical aspects of equipment with at least 8 years of relevant working experience. He/she should have strong K&S relevant machine knowledge and data analysis skills. He/she should also have strong problem solving and excellent communication skills.
 

Responsibilities

•    Assists in machine installation at customer site including new equipment, upgrades and system relocations 
•    Evaluates and diagnose advance problems and making appropriate repairs and troubleshooting 
•    Prepares documentation of troubleshooting completed and providing proper escalation to other departments when required 
•    Provides basic training to customers in the basic operations and maintenance of the system
•    Acts as the key company liaison between the organization and customer for both administrative and technical matters. Assigns the responsibility of the resolution of issue accordingly to the respective departments. 
•    Independently develops receipts for buy-offs and performs it
•    Guides and supports junior members on the team on advanced equipment troubleshooting and applications
•    Performs all mid-level and some complex application development and process optimization, including defining the key variables for a process optimization, finding the working window for key process parameters
•    Provides clarification on customer technical requirements and queries
•    Performs machine evaluation with moderation guidance 
•    Performs general MTBA, UPH and Yield improvement task
•    Produces timely and accurate reports of activities, e.g.: service reports and expense reports
•    Technical Account Management (Larger accounts) or Certified Trainings
 

Qualifications

Knowledge & Experience requirements
•    At least 5 years of working experience
•    General equipment knowledge and can read basic mechanical and electrical drawing
•    Ability to collect data and perform necessary analytics to troubleshoot problem
•    Ability to perform machine evaluation with moderation guidance to qualify K&S equipment
•    Strong machine and tooling design concept knowledge
•    Strong machine knowledge 
•    Strong familiarization with measurement equipment such as ball shear or wire pull test equipment 

Education Requirements
•    Degree/Technical study in Engineering Discipline - Preferably in Engineering/ Electrical/ Mechanical

Other requirements
•    Strong Problem-Solving Skills 
•    Excellent communication skills
•    Strong written and verbal communication skills in required language
•    Willing to travel to customer sites within the region/country
•    Valid driver’s license
•    Senior Level in the Semiconductor or related industry

Kulicke & Soffa is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color,  religion, sex, national origin, disability, sexual, gender identity or  protected veteran status.