Customer Support Engineer

ROLE PROFILE

Business / Location:

Oxford Instruments, Plasma Technology, India

Role:

Customer Service Engineer

Direct Reports:

None

Primary Purpose:

Support PT’s customers in India on new tool installs, upgrade, warranty support and billable service, and based in  Bengaluru / Delhi. 

Key Responsibilities:

1. New tools install and commissioning: follow QCF300 commissioning guide to install and commissioning the new tools. This will involve domestic and overseas travels.
2. Upgrades: follow upgrade SOPs to install and commissioning upgrades.
3. Warranty Support: maintain and sustain the warranty tools, and troubleshoot and repair the warranty tool issues.
4. Billable Service: carrier out billable service and training on out of warranty tools.

Typical Performance Measures:

• Meet targeted numbers of new tool installs within a certain period of time and spec..
• Meet targeted numbers of billable upgrades and PMs within spec..
• Meet good customer satisfaction on warranty support.
• Follow up the reporting and documentation requirements for every service activity.
• Stocks and materials RMA assistance.

Person Specification – Essential requirements unless stated

Education / Qualifications

• A relevant engineering degree. EE or ME engineering preferred.
• Significant hardware experience on semiconductor equipment.

Professional Skills/ Abilities

1. Able to look up electrical drawings.
2. Familiar with Vacuum and RF components operating mechanism and theory.
3. Logical thinking on tool issues troubleshooting.
4. Prefer the work experience with either Ion Beam (Deposition or Etch) or PECVD / ICPCVD / ALD or RIE / ICP tools.
5. Mater at communication and negotiation in English.

Personal Qualities:

• Able to work independently.
• Prepare proactively and act efficiently
• Positive thinking and easy going with
• Willing to take responsibility and own accountability
• Willing to take challenges and accept to travel frequently.