Customer Support Engineer

CUSTOMER SUPPORT ENGINEER PHOENIX, AZ AREA

REQ 1010

Kokusai Semiconductor Equipment Corporation is a leading equipment and solutions provider in the semiconductor industry, with an established position as the top supplier of ultra-high efficiency thermal batch processing systems.

Kokusai Semiconductor Equipment Corporation has extended its market positions in critical customer applications with enabling ALD, ASD, Diffusion, CVD, and treatment technologies.

In doing so the company is positioned for unprecedented growth in a rapidly expanding industry. We're looking for highly motivated individuals to join a dynamic team with the ability to shape the future.

This position entails the developing and expanding cutting-edge semiconductor process using strong fundamental science / engineering principles and concepts.

Candidates will provide onsite support for Kokusai 300mm tool sets at various customer sites. Duties include but are not limited to the following : Installation, maintenance and general sustaining service and troubleshooting efforts on 300mm tools.

Perform and document all machine troubleshooting and repairs on customer sites. Provides technical support to customers on operations, preventative and corrective maintenance of all KSEC product lines.

Follow all KSEC and customer safety protocols and procedures. Provides feedback to service, sales and technical support groups on customer’s needs and requests.

The job requires good people skills and the ability to interact w / customer daily. Position is located in Phoenix, Arizona area.

• The CSE may be located at or will require travel to customer locations.
• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer site.
• Ensure equipment enhances customer production.
• Repair and modify equipment at customer facility.
• Evaluate equipment to determine type and extent of problem. Repairs involve troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes, and no standard procedures exist.
• Repair of system level issues are based on CSEs technical knowledge, education, and training.
• In analyzing and diagnosing equipment issues, CSEs may access and determine a problem exists in customer process. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions and Kokusai management on re-occurring issues.
• Cross train and assist other service engineers as appropriate.
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis to report activities.
• Can be long hours in a labor-intensive environment so safety protocols must always be strictly adhered to. This includes taking responsibility to stop work if a safety issue presents itself.
• Must be willing to work independently.

Desired Qualifications

• Ability to understand and troubleshoot problems in a variety of systems.
• Analytical skills
• Preventive Maintenance (PM) aspects of assigned equipment set.
• Utilize KSEC administrative dB systems for Engineering Change Notifications (ECN), parts and drawing discovery and usage with little assistance.
• Must have a continuous self-improvement mindset, including continuous improvement in Kokusai equipment knowledge and maintenance skillsets (PM, CM, Customer service).
• Understands and applies intermediate diagnostic techniques and the use of recommended documentation.
• Frequently demonstrate good troubleshooting skills on Kokusai equipment.
• Demonstrated ability to create and present monthly training sessions to sustaining engineers.
• Provides feedback and suggestions to Kokusai management, technical support, and training departments for improvement in procedures, operations, and customer service.
• Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
• Microsoft Office suite proficiency is required.
• Basic Semiconductor industry process knowledge required.
• Good interpersonal / communication skills in understanding customer needs. Ability to work under pressure and with stringent timelines.

Qualifications

EDUCATION :

A.S. in related Electro / Mechanical or Electronic field or equivalent training with corresponding industry experience. B.A.S. preferred.

EXPERIENCE :

• 2-5 years Semiconductor Equipment related industry experience.
• Demonstrated knowledge on Kokusai (or direct competitor) product lines.
• Recommend 1 or more years Kokusai (or similar) sustaining tool maintenance experience.
• Prior experience in technical training; electrical, electronic, and mechanical.
• Strong communication, presentation and people skills required. Must be knowledgeable and sensitive to the different aspects of human diversity.

Additional Information

• Travel : Yes, 10% of the Time
• Relocation Eligible : Yes

Kokusai offers excellent Salary and Benefits including :

• Medical, dental, prescriptions, vision care, and FSA
• 401K
• Vacation- 3 weeks to start.
• Sick Pay- (Short term and long-term Disability)
• Relocation assistance

The salary offered to a selected candidate will be based on several factors including location and level and will vary depending on confirmed job-related knowledge, skills, and experience.

approximately $66K - $90K) In addition to a comprehensive benefits package, candidates may be eligible for other forms of compensation.

Kokusai is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, ancestry, religion, creed, sex, sexual orientation, gender identity, age, disability, veteran or military status, or any other basis prohibited by law.

To apply, please send your resume to KSEC.jobs@kokusai-electric.com and indicate RQ #1010