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Summary Statement
The Service, Technical Support Engineer is responsible for working service activity such as calibration, repair in the service lab or customer site. This position requires skill of handling Semi equipment or science related equipment. Our business areas are Industrial such as Semiconductor, Pure Water System, Chemical and Life Science such as Pharmaceutical. The position is tasked with assuring customer satisfaction through timely and efficient maintenance and repair as a service engineer, technical-depth support on post sales technical matters as a technical support engineer. The position focus is customer satisfaction and continual improvement in the quality of our products and services. *Note: Service and Technical Support Engineering is positioned as one of the strategically important sections at PMS for future business growth. PMS Japan, therefore, is working to reinforce the section. A selected candidate will be educated and trained at other PMS regions outside Japan as well as in Japan.
Essential Functions
- Must be capable of understanding instructions for repair and calibration in English.
- Develops troubleshooting and repair skills
- Controls work flow, quality, priority of work, and determines methods and sequence of operations
- Works with USA team to harmonize and to optimize work procedures, and throughput. Able to deliver message in English
- A good team player focused on customer satisfaction and quality, with a sense of urgency
- Analyzes repair results, coordinates test methods and procedures.
- Evaluates and approves job estimates prior to distribution to the customer.
- Assists in directing team toward focus on customer satisfaction, maintaining less than 7-day turnaround time on units, achieving 100% out of box quality, performing application testing, as well as other departmental Key Performance Metrics.
- Acts as a liaison between customers and various departments.
- Leads in the development of a world-class customer service department, promoting customer relations, and working to continuously improve levels of customer satisfaction.
- Understands and meet quality system requirements.
- Supports and generates new ideas to improve performance and profitability of department.
- Adheres to company safety practices and policies.
- Manages corporate compliance guideline and code of business ethics.
- Understands Service Matrix to manage Service Performance.
- Researches customer problems and complaints
- Provides frequent communication to the service manager regarding status of the service center.
- Other duties as assigned.
Qualifications
Job description service engineer PMS Japan December 2018 ver.1.3
- Preferred equivalent to or above a bachelor's degree (Engineering)- physics, electronics, electric, chemistry, material science & engineering and related major.
- This position requires the knowledge and skills normally acquired through the completion of electric equipment, clean technology in the field of Industrial and Life Science area, or equivalent relevant experience.
- More than 3 years of field service, or application, or lab engineer, or technical customer support or equivalent is desirable.
- English Skill
- Semiconductor process and micro-contamination management knowledge. Foreign (US/EU) company working experience.
- Excellent communication skills, including good spoken and written language(s) (local language and English), presentation & reports writing skills.
- Experience in Semi or Pharma is a plus, Computer knowledge is also plus.
- Strong technical product knowledge.
- Good sense of Analytical, Problem Solving and Decision-Making skills. Customer focused, self motivated and know how to motivate others
- Willing to travel to customer sites is required, including possible overnight stays and occasional international travel.
- Effective communication and customer service skills.
- Ability to instill customer satisfaction that is recognizable and valuable to the customer
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