Customer Service & Support Jobs in Kaohsiung, Taiwan (Now Hiring) — 38 open — Page 2

Location: Taiwan (Linkou/Hsinchu/Taichung/Tainan/Kaohsiung), or Singapore

TSEs provide technical support remotely, and on site, to FSO personnel for highly complex problems involving equipment malfunction, on wafer issues, and performance enhancement programs where first-line product support was unable to isolate or fix a problem. Using advanced troubleshooting methodologies, they establish success criteria, develop comprehensive action plans, analyze and compile findings, perform root cause analysis and support FSO repair activities through escalation closure. 

Responsible for technical escalations (remote & onsite) at customer sites for DDP [CVD] products, able to use a systematic approach to problem solving and use data driven troubleshooting and diagnostic tools. Support and provide technical feedback to improve fleet performance, improvement programs and upgrades.

Guide and coach field engineers in troubleshooting techniques, work ethics and cultural norms.

Develop troubleshooting guides and support technical documentation to enhance field engineers’ knowledge.

Key Responsibilities: 

• Support multiple technical escalations, resolve with focus on time to resolution and quality of work 

• Attend customer field issues meetings with FSO, collaborate with BU engineers  

• Recommend best practices to improve products, processes, or services. 

• Publishing Technical Lessons Learned, troubleshooting guides, technical (ET) papers, etc. 

• Provide on-site coaching to FSO   

• Support NPI development early in the product life cycle, and at key customer sites 

• Create, or collaborate in creation of, innovative advanced trouble shooting tools   

Business Expertise: 

Has knowledge of best practices and how own area integrates with others; is aware of the competition and the factors that differentiate them in the market.  

Leadership: 

Provides coaching to colleagues with less experience; may lead small projects with manageable risks and resource requirements. 

Problem Solving: 

Solves complex problems; takes a new perspective on existing solutions; exercises judgment based on the analysis of multiple sources of information and data. 

Impact: 

Impacts a range of customer, operational, project or service activities within own team and other related teams; works within broad guidelines and policies. 

Interpersonal Skills: 

Explains difficult or sensitive information; works to build consensus. Manage difficult situations in stressful environments. 

Qualifications 

1)Education: Bachelor’s degree or equivalent in technical field  

2)Skills:

- Ability to work independently and as part of a team 

- Strong organizational and time management skills 

- Excellent interpersonal and communication skills 

- Ability to handle stressful situations and effectively manage difficult problems 

- Familiar with suite of Microsoft Apps, and internal ones such as SAP, VSPI, and ARK

3)Years of Experience: + 5 years of experience with Applied Materials (add system, KPU, etc.) products or similar 

Additional Information

Travel: Yes, Generally 25% of the time, but could be as high as 50%