Senior Engineer, SMS

The Senior Engineer plays a pivotal role in managing all service-related aspects of product support for SMS (Semiconductor Mask Solutions)products and RMS (Research Microscopy Solutions) , ensuring high customer satisfaction and operational excellence. The position provides technical support to the sales team during product demonstrations and exhibitions, while maintaining strong customer engagement to uphold the company's brand image.

Key Responsibilities

Field Support & Training

. Provide on-site technical support for SMS/RMS products withinSingapore and the Southeast Asia (SEA) region, ensuring timely and effective service for both academic and industrial customers.

. Perform equipment installations, user training, andcommissioning to ensure customers can operate the equipment effectively and independently.

. Collaborate with Sales and PASS team to address
customer-specific needs during installations and training

Technical Troubleshooting & Maintenance

. Diagnose and resolve technical issues promptly tominimize customer downtime and maintain equipment reliability.

. Conduct regular maintenance, calibration, andrepair services to ensure optimal performance and extend the lifespan of SMS products.

. Utilize advanced diagnostic tools and techniques toidentify root causes of recurring issues and implement long-termsolutions.

Mobile X and CRM Administrative Task

. Submit CCT tickets for all service-related jobs to ensure proper tracking, resolution, and accountability.

. Complete all necessary documentation and updates in the Service CRM system, ensuring accurate service records and compliance with internal processes.

. Maintain organized records of service activities to support reporting, analysis, and continuous improvement initiatives.

Customer Engagement

. Foster strong relationships with customers by ensuring interactions at every touchpoint, from initial contact to post-service follow-ups.

. Address technical inquiries and provide clear, actionable solutions to meet customer needs.

. Actively follow up on customer feedback to identify areas for improvement and ensure high levels of satisfaction.

Technical Support

. Provide technical expertise and support during product demonstrations and exhibitions to assist the Sales and PASS team in showcasing product capabilities.

. Conduct functional checks on equipment to ensure readiness and reliability for demonstrations and events.

After Sales Lifecycle

. Promote and sell service contracts, upgrades, and accessories to customers, driving recurring revenue and enhancing customer value.

. Identify opportunities to upsell or cross-sell additional services or products based on customer needs and equipment lifecycle stages.

. Ensure profitability on all parts sold by maintaining cost efficiency, proper pricing strategies, and value delivery.

Industrial Customer Focus

. Enhance satisfaction among industrial customers, particularly
tier-1 accounts, by implementing projects to improve equipment uptime and reliability.

. Collaborate with customers to identify pain points and develop tailored solutions to meet their operational needs.

. Focus on growing recurring revenue streams through lifecycle innovations, such as service contracts, upgrades, and proactive maintenance programs, specifically targeting key industrial customer segments.

Qualifications
- Bachelor's Degree in Engineering or a related technical field

- 5 years of proven experience in field service, with a strong emphasis on technical troubleshooting, maintenance, and repair of complex equipment.

- Proficiency in operating photomask repair tools, such as Focused Ion Beam (FIB) systems, Laser-based repair systems and Electron-beam lithography tools.

- Demonstrated ability to manage on-site installations, commissioning, and user training.

- Prior experience within Semiconductor or Industrial sector is an advantage

- Strong Technical expertise in Field Emission Scanning Electron Microscope and Focused Ion Beam (FIB)

- Familiarity with microscopes, imaging systems, or other scientific/industrial instrumentation

- Understanding of photomask structures, materials and their applications in semiconductor manufacturing

- Strong communication skills with the ability to build rapport and interact effectively with customers

- Excellent problem-solving and troubleshooting skills

- Customer-centric mindset with a focus on delivering high-quality service

- Ability to work independently with minimal supervision

- Strong communication and collaboration skills to work effectively with internal teams and customers

- Proactive approach to identifying opportunities for improvement and driving business growth

- Possesses a valid driving license

- Willing to travel as needed to provide customer support

- Weekend standby and support may be required at times, depending on the business needs and outlook.