RPS (Regional Product Support Engineer) - Taichung (Etch)
面議（經常性薪資達4萬元或以上）
台中市西屯區
5~6年工作經驗
As a Regional Product Support Engineer at Lam, you’re the backbone of technical support for field engineers, technicians, and product support personnel in the region. Your expertise is crucial in diagnosing, troubleshooting, repairing, and debugging complex electro-mechanical equipment, computer systems, software, or networked and wireless systems. Your swift action in responding to situations is critical in resolving issues and ensuring satisfaction of Lam‘s valued customers.
Responsibilities:
Technical:
- Communicates as a subject matter expert on high level technical issues and escalations while providing guidance and recommending solutions.
- Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and process related productivity issues.
- Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.
- Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.
- Partner with the Account Team and Product Group to present to customers the problem statement, identified root causes and getting buy-in on proposed solutions
- Identifies and communicates opportunities for installed base performance improvements within a customer site/account through hands on and or installed based performance data collection/analysis
- Drives required actions at the customer site to resolve escalations and prevent repeat problems
- Participates in the review of procedures, processes and tool design impacting development activity.
- Manages projects and provides reports to management to deliver the desired result. Leads customer escalation meetings.
- Understands how and has the capability to escalate within management when help is needed.
Leadership:
- Participates in Lam‘s worldwide technical community and actively shares knowledge and takes a leadership position to enhance worldwide learning and its application.
- Mentors field engineers and designs or leads training sessions.
Customer Relation:
- Provides support to customer/users where the product is highly technical or sophisticated in nature.
- Develops customer confidence through credible recommendations and an understanding of the customer‘s perspective to support sales, service and revenue.
Qualifications:
- MS. with 3 years of relevant work experience or BS with 5+ years of work experience
- Ability to read and work from electrical and mechanical schematics, diagrams and interpret operation manuals
- Ability to use computer applications, including data analysis tools, word processing, spreadsheet, and presentation software.
- Ability to provide quality remote and on-site escalation support and escalation management.
- Ability to troubleshoot technical problems and coordinates multiple technical tasks.
- Ability to establish and maintain cooperative working relationships with co-workers and customer and adhere to customer rules and policies regarding worksite behavior and safety.
- Domestic and International travel is required based on business need.
展開
