SMS-Service Engineer

4 days ago

Shanghai, Shanghai, China 卡尔蔡司(上海)管理有限公司 Full time CN¥80,000 - CN¥120,000 per year

该职位来源于猎聘 Position Summary

The Service Engineer is responsible for maintenance and troubleshooting on tools of Semiconductor Mask Solutions (SMS) and support Mask shop customers in China/ Greater China.

The Service Engineer will aim to serve the customer and improve customer satisfaction, build up his/her own technical knowledge through official training, as well as self-learning.

He / she is expected to be a role-model and drive a performance and customer-oriented culture within Carl Zeiss SMS organization.

Main Tasks

  • Perform technical field service activities a)

Installation and commissioning of equipment b)

Troubleshooting, repair, and maintenance c)

Escalation to HQ for support d)

User training / customer training e)

Providing sales support when needed f)

All necessary reporting as per company policy

  • Ensure customer satisfaction and efficient service support
  • Provide customer service / support with issue resolution; ensure open service issues are closed out in a timely manner
  • Provision of demo products maintenance to ensure excellent product performance in all demonstrations
  • Participation in service training (both internal and external trainings)
  • Report to Service supervisor / factory on product issues experienced such as standards of production, quality and safety of the product range
  • Liaison work involving spare parts ordering, shipment, installation and after sales service which interact between sales admin, logistics, customers and application specialists etc.
  • Provision of follow-up support to customers after equipment installation to ensure a smooth completion of the contract
  • Provision of technical sales assistance in product configuration selection inclusive of software and hardware recommendations
  • To take initiative in updating one's own product & technical knowledge by attending training programs organized by the Company

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