Job summary
An asm equipment expert supporting gss interest globally by providing solutions and support to asm field and customer personnelLead and manage the escalation process / team as the organizations escalation owner while mentoring co-workersAbility to resolve >95% of issues on toolsets covered.
Ownership, sense of urgency, and driving root cause based, full issue closure will be key attributes for individuals in this functionYou will also provide value, teamwork, and specific data through asm existing sop’s to drive fse efficiency, improve global tool performance, and provide solutions, and create / improve bkm’s.
Education
Bachelor`s degree in a technical field (i.eEngineering, chemistry, computer science) or equivalent technical training.
Experience
4 years directly related experience(i.eAld, peald, epi, pecvd,cvd ); 10 years experience in the electronic or semiconductor industry preferred.
Skills
Ability to handle all customer situations, developing action plans then
Presenting and driving resolution to both asm and customer.
Ability to rectify a bad situation and regain customer confidence
Strong positive attitude, ability to work in a team environment or individually, drive meetings, provide guidance to co-workers, and foster excellent internal asm relations
Solid logic based troubleshooting skills, ability to teach co-workers
Ability to work responsibly with all asm resources and departments in a multifunctional high paced atmosphere independent of supervision on highly complex problems
Ability to handle multiple tasks simultaneously and be able to organize and run a meeting
Be a system expert for support of field problems, travel to customer site domestically and internationally with short notice
Work with regional team and product groups to identify and solve problemsH highly skilled in electrical and mechanical techniques and overall equipment system knowledge (hw / sw, process)
Strong computer skills, working knowledge of ms word, excel, onecomm, sharepoint, sap/fsm/jam
Drive asm sop’s and protocol, able to guide co-workers
Includes; pcp, pdp, change request, nc, cip, clear technical input in ccb
Ability to handle >95% of support calls and escalations without assistance
Become an active member of asm gss core teams
Drive and execute knowledge of asm escalation process including managing action lists, handle >95% of support calls and legacy tool escalations without assistance and driving other experts to close the remaining issues you can’t resolve
Strong ability to develop action plans on technical issues with customers and field personnel and ability to influence others to achieve results
Highly evolved phone and technical skills to analyze, technically direct and address tool issues remotely
Strong knowledge of semiconductor vacuum techniques and troubleshooting
Excellent communication skills; speak and write in a clear and concise manner, and to accurately and fully convey issues to peers, management, or customers
Strong organizational skills and leadership qualities
Accurate, timely reporting, ability to coach peers
Acts as a role model and mentor while assisting in the development of customer service skills with subordinates and peers
Essential functions
Work with a safety-first mentality
Manage all customer and field escalation with a sense of urgency and escalate quickly to ensure prompt resolution if this cannot adequately be done by you
Consistently provide fast, quality solutions to field and customer personnel and create new bkm’s and ensure such learning is driven into asm’s business process dna to ensure this or other problems with the same type of root causes do not recur
Lead, manage and teach problem solving and root cause analysis
Strong ability to explain highly technical and complex information to peers, management and customers both in verbal or written mediums
Demonstrate highly evolved phone and computer skills that allow quick and efficient troubleshooting remotely
Exercise good judgment within broadly defined practices and policies in selecting methods, techniques, tools and evaluation criteria for obtaining desired results
Be willing to travel domestically and internationally as required, typically ~50% with occasional protracted travel spanning weeks.
