Customer Service Engineer

Job Description

• Provide on-site technical support to clients, including equipment installation, maintenance, troubleshooting, and repair.
• Address and resolve customer issues promptly and professionally.
• Conduct routine inspections and preventive maintenance to ensure optimal equipment performance and minimise downtime.
• Continuously update technical skills and knowledge to keep pace with industry advancements.
• Communicate effectively with clients and the Japan headquarters to understand customer requirements and provide appropriate technical solutions.
• Build and maintain strong customer relationships to ensure a high level of customer satisfaction.
• Assist in planning and executing field service projects, ensuring timely completion and adherence to quality standards.
• Work closely with the technical team in Japan to deliver high-quality technical support and services to clients.
• Prepare and submit service reports, maintenance records, and other required documentation accurately and promptly.
• Provide basic operational guidance and technical training to customers when required.
• Support equipment commissioning, testing, and acceptance at customer sites.
• Willing to travel domestically and overseas for equipment installation, servicing, training, and technical support as required.
• Be available to provide emergency support and work outside normal office hours when necessary to minimise customer downtime.
• Able to work in cleanroom, manufacturing, or industrial environments and comply with all safety regulations and company procedures.
• Perform any other ad hoc duties as assigned by management.

Skills & Experience

• Diploma or Bachelor's Degree in Electrical Engineering, Mechanical Engineering, Mechatronics, or a related discipline.
• At least 2-3 years of relevant working experience as an Electrical Engineer, Mechanical Engineer, or Field Service Engineer.
• Experience in the semiconductor, printed circuit board (PCB), or packaging substrate industry is a strong advantage.
• Able to travel to Japan for technical training
• Ability to communicate in Japanese is an advantage to facilitate communication with the Japan headquarters and Japanese customers.
• Able to work independently while proactively seeking support when required.
• Patient, flexible, customer-oriented, and committed to providing excellent service.
• Willing to travel to customer sites and respond to emergency service requests when necessary.
• Familiar with troubleshooting, installation, maintenance, and repair of industrial or large-scale machinery.
• Good analytical and problem-solving skills with the ability to work under pressure.
• Good interpersonal and communication skills, with the ability to work effectively in a multicultural environment.
• Possession of an N3 Laser Licence/Certification is an advantage.