Role Details
Business, Location:
Shanghai
Role:
Customer Support Engineer
Reports to:
Service Operations Manager – PT China
Direct Reports:
None
Primary Purpose:
To ensure that OIPT equipment is fully functional and available for customer use, involving regular extensive travel within China.
Key Responsibilities Respond quickly to emergency breakdowns, warranty issues and service contract work. Provide technical troubleshooting and liaison with customers. Ensure that effective and accurate communication is maintained between all relevant parties and ensure that information is fed back to Service Management so that all files may be up-dated effectively.
Carry out test, installation and commissioning of equipment including operation and maintenance training, leading to system acceptance.
Be prepared for extensive travel on a world-wide basis.
Work as an individual within a team of engineers exchanging information and experiences. Liaise with the Sales and Marketing team to feedback “Voice of the Customer” information.
Provide a report of work done analysing time spent on customer site, travel etc. Help to ensure that all chargeable work is invoiced to the customer promptly.
Authorise system ‘buy-off’ prior to shipment either with or in the absence of the customer.
Liaise with technical Support and Systems Engineering on any potential or actual system problems.
Liaise with Sales Team to provide useful background information.
Help to maintain an accurate record of the status of the system, timing of warranty, parts supplied, service contracts and failures so that trends can be analysed.
Carry out customer training both at OIPT and customer sites.
Ensure all work is carried out in accordance with the Company’s Health and Safety, ISO 9001 Quality, and all other compliance Systems.
Keep up-to-date all relevant enquiry and project files on any significant information.
Provide up-to-date, detailed and accurate record of expense incurred on behalf of the Company.
When in Test d eliver fully tested product in line with test procedures issued and maintained by Manufacturing Engineering Team. Ensuring product complies with established standards and specifications. Take ownership for tools allocated ensuring quality is maintained, schedules are achieved and efficiency targets met.
Support Customer acceptance visits as identified by Team Leader. Provide a point of contact within the team during the visit
Carry out any other tasks that may be reasonably requested by the Company.
All employees have a personal responsibility for their own health and safety and for that of others who may be affected by their actions and behaviour.
All employees will comply with the Company’s arrangements for health, safety and environmental protection.
Individuals with specific knowledge of the technology and associated hazards will apply their knowledge and skills to support the implementation of appropriate systems.
On-site in future(probably).
Indicative Performance Measures
Customer satisfaction indicators, system down time, System acceptance duration.
Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
Takes responsibility for his/her own work, and seeks ways to continually improve the level of customer satisfaction, internally and externally.
Health & Safety
Maintain a clean and safe working environment by ensuring the workplace is consistent with the company’s health, safety environmental policy.
Influence the behavioural safety of the team through your own example, setting high standards and expectations for those around you.
Ensure products comply with set company safety standards and challenge guidelines if thought appropriate.
All employees have a personal responsibility for their own health and safety and for that of others who may be affected by their actions and behaviour. All employees will comply with the Company’s arrangements for health, safety and environmental protection.
Person Specification – Essential requirements unless stated
Education / Qualifications:
Formal Electronic qualification.
Substantial relevant experience and training.
Major in Automatic Control or Automatic Industry(preferred).
Degree / HNC or equivalent in an appropriate Engineering discipline (preferred).
Professional Skills/ Abilities:
Uses interpersonal skills to communicate effectively in both one-to-one and group situations.
Ability to fault find and implement corrective action .
Driving Licence.
Recognises, and acts within, limits of own delegated authority.
Hands on experience of technical equipment support ideally front end wafer fabrication in the semiconductor or a related high technology electronic/instrumentation sector.
Preferred but not essential:
Good PC skills.
Knowledge of Plasma processes.
Experience to Brookers Handler.
Personal Qualities:
Flexible, co-operative and willing.
Methodical, systematic and conscientious.
Punctual and self-disciplined.
Willingness to take on responsibility.
Willingness to travel for most of the time, including weekends.
Team Work: Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
Quality: Takes responsibility for his/her own work, and seeks ways to continually improve the level of customer satisfaction, internally and externally.
Team Player.
Good manner with customers.
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