The Field Service Engineer (FSE) is the front line to help customer to use VAT products with higher efficiency by fixing the troubles occurring at the customer sites and providing solutions for the customers. FSE needs to obtain the satisfaction from customers by executing field support functions (remote diagnosis, on-site trouble shooting, follow-ups after the troubleshooting, customer complaint handling and replying to questions from customers). FSE also needs to work closely with application team and sales team to understand the customer's requirements and situations better.

Roles and Responsibilities:

1. Perform remote diagnosis to fix the trouble remotely if it is possible.
2. Perform on-site support to fix troubles when the remote troubleshooting does not work well.
3. Handle spare parts properly to supply them to customers for the troubleshooting.
4. Consult to VAT HQ and Factory to obtain supports when it is necessary.
5. Provide timely updates to manager on status of field issues, whereabouts and availability to support onsite work.
6. Escalate the trouble to the management in timely manner when necessary.
7. Perform follow-up and administrative activities (daily service report, trouble analysis report, 8D report, etc.) during / after the repair is completed.
8. Prepare RGA for field return and create Failure Analysis Report (FAR).
9. Support and assist manager on all technical matters.
10. Offer innovative solutions to fix troubles happening at the customer site.
11. Regular local travel required; regional and international travels less than 30%.
12. Support part shipment, documentation and packing work for field/warranty cases when needed.
13. Assist warranty evaluation and repair tasks in service centre when time permits.
14. Any other work-related tasks as assigned by manager.

Qualifications / Requirements:

• Diploma or Degree in Electrical / Mechanical Engineering is required.
• Technical competence for mechanical/electrical/software.
• Repair experience of mechanical assemblies, valves or semiconductor process equipment is advantageous.
• Basic vacuum knowledge and industry knowledge of SEMI/FPD/PV.
• Customer support/field service experience is desired.
• Demonstrated verbal and written communication skill in English and preferably Mandarin.
• Advanced skill in presentation and in dealing with customers.
• Demonstrated ability to work in a team-based environment.
• At least 3 years of experience in the Semiconductor or Flat Panel Display (FPD) industry.
• Competent in full Microsoft Office suites ((Word, Excel, PowerPoint, Outlook) and ERP systems such as MS Dynamics or SAP is an advantage.
• Possess good inter-personal skills, discipline and work attitude.
• Strong customer focus and commitment to the customer satisfaction.
• Must be able to work independently in a high customer demanding environment.