Customer Support Engineer

Certification Requirement: Level 3 and above for following product model 2955/3925/Voya/Puma 9850/SP5/SP7/ATL/HTI/F1/FX200/SS10K/SS11K/eDR 7x
>1 Years tsmc F18A/B/F12B/RD/F15B fab ramp/ tool engagement experience
Proven record of quickly diagnosing problems through analysis of inspection reports, system log files, system parametric diagnostic data and other test results, and provide solutions
Strong communications and leadership skills desired
Capable to collaborate with technical team for escalations, trouble-shooting and further diagnosis.

Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
Represents the company to the customer and assume accountability for customer happiness with service.
Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
Provides assistance to Installation Engineer in resolving problems.
Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.