About this role
Responsabilità
The FSE will perform complex customer support activities involving onsite installation, service, repair, hardware/software integration, process and development support, test support, troubleshooting, and training at customer site in a timely and cost-effective manner.
Your Role and Responsibilities:
- Follow the assigned project during the production phases in the company Fab near Milano;
- Conduct site inspections and final testing to ensure construction compliance with plans and specifications in the production Fab prior shipment to customer site;
- Disassemble and reassemble the equipment for expedition and installation on customer site;
- Communicate with customer and prepare the on-site pre-installation activities;
- Install and qualify the equipment of assigned customer site in a timely and cost-effective manner to achieve tools sign off under supervision of your manager and/or senior peers at our key customer;
- Perform the basic operational and troubleshooting trainings for customer end users;
- Taking care of installation, acceptance and service reports and general documentations as required by the company and by the customer;
- Maintain accurate service logs and enter them in the database;
- Provide the needed remote and on-site troubleshooting support using advanced root cause finding methodologies;
- Provide the needed remote and on-site customer/service support during and after the warranty period covered by dedicated service contracts;
- Travel to assigned customer locations, managing to arrive in a timely manner based on customer location and issue;
- Provide excellent customer service, listening carefully to customer concerns and addressing internally issues until customer is satisfied;
- Update and maintain assigned machines per dedicated specifications;
- Maintain parts inventory, personal library of machine manuals, company-assigned laptop and tools;
- Attend ongoing training events sponsored by company or tools manufacturers to stay up to date on the latest technology and repair options.
Requisiti
- High school technical diploma or equivalent (Electrical/ Mechanical/ Mechatronics);
- Good knowledge of the English language (written and spoken);
- Good communication and customer-focused mindset;
- Understanding of tools and technology needed to complete repairs (Technoprobe provides tools);
- Travel time availability 50% (per year), max. 1 month in a row;
- Team working with our service team to improve equipment performances;
- Ability to work productively with minimal supervision;
- Collaboration with our global sales, factory support and product technology teams;
- Communicate new requirements and challenges to our R&D department;
- Good analytical abilities and experience with data analysis and MS Office software;
- Enthusiasm, strong motivation, sense of responsibility, spirit of initiative,time management, and problem-solving skills.
Preferred:
- Three years’ experience in hardware support or repair work;
- Three or more years in a customer-facing role;
- Familiar with quality management and methods like FMEA, 8D-reports;
- Ideally experience of semiconductor industry and knowledge of semiconductor processes.
Retribuzione Annua:
- 32.000 - 40.000€