Staff Engineer, Customer Support
Kulicke & Soffa Malaysia
Semiconductor Manufacturing · 1,001-5,000 employees
About the role
The Staff Engineer provides on-site technical support, including equipment installation, troubleshooting, and repair for K&S systems. They also act as a key liaison for customers, mentor junior team members, and drive process improvements such as MTBA and yield optimization.
What they look for
Requirements
Candidates must possess an Engineering degree and at least 8 years of relevant experience in the semiconductor or related industry. Strong technical knowledge of machinery, data analysis skills, and the ability to travel to customer sites are required.
Full description
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 8 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
