The Production Service Engineer is responsible for managing customer accounts, with an emphasis on after-sales support for both local and international clients. Their goal is to ensure customers have a positive experience and are fully satisfied with our products. Responsibilities include supporting production by improving yield, resolving issues in test programs, and overseeing equipment installation or relocation. The PSE also handles on-site repairs and completes field change orders (FCO), providing comprehensive support to customers throughout the entire lifecycle of their products.
Responsibilities:
- Deliver post-sales service support for Advantest's automated test and handling products, including tasks such as troubleshooting production test programs, resolving test issues, and overseeing acceptance and upgrades.
- Provide thorough engineering and technical assistance, with an emphasis on debugging both test programs and hardware to maintain peak performance.
- Recommend enhancements and solutions to improve production yield and help test operations maximize equipment utilization.
- Offer support for license management matters for customers locally and globally.
- Work with the Service Sales team to identify and pursue opportunities for in-house solution-focused business.
- Ensure all service contract deliverables are met according to required standards.
- Give technical feedback to the factory to aid product improvements and new design development.
- Provide consultancy services to customers to boost equipment efficiency and performance.
- Support and potentially manage the integration of equipment into customer factory automation systems.
- Assist or lead technical projects, solving customer problems efficiently and effectively.
Other Responsibilities:
- Working within established policies, processes, and procedures, delivering hardware support services for Advantest's Handler and integrated ATE system solutions.
- Solve complex problems related to system uptime or availability.
- Failure data and parts usage analysis (Excel).
- Strong teamwork and communications with local support team members and management.
- Respond to all hardware technical support needs from the assigned account(s).
- Ability to 'work-to-completion' upon short notice which requires working overtime.
- Timely and accurate completion of all administrative tasks associated with the task performed.
Physical Requirements:
- Must be able to lift 35 pounds without assistance and be able to bend into machinery without restrictions.
- Push or pull up to 200 lbs. of test equipment and tools using a qualified cart or pallet jack.
- Transport parts or equipment weighing up to 35 lbs. (assistance available when lifting item(s) over 35 lbs.).
- System repair/servicing requires frequent bending, stooping, kneeling, twisting and occasionally working in unusual positions using full body mobility.
Qualifications:
- Bachelor's degree in Electronics Engineering, Electrical Engineering, or a related field.
- 4-6 years of experience in the semiconductor manufacturing industry.
- Demonstrated account management experience with a strong focus on customer satisfaction and issue resolution.
- Proficiency in C++ and Java; experience with Advantest V93000 products is a plus.
- Excellent communication and interpersonal skills with a professional, customer-focused approach.
- Self-motivated, results-driven, and committed to delivering exceptional customer service.
- Strong analytical and problem-solving skills with the ability to apply data-driven methodologies.
- Experience with Overall Equipment Effectiveness (OEE) and productivity improvement initiatives.
- Knowledge of smart manufacturing concepts and experience developing innovative factory solutions.
- Project management experience preferred.
- Experience troubleshooting test programs, production yield issues, and semiconductor test equipment in a manufacturing environment.
- System repair and servicing requires frequent bending, stooping, kneeling, twisting, and occasional work in positions requiring full-body mobility.
- Ability to travel to customer sites on short notice (less than 24 hours), up to approximately 35%.
