Technical Support Specialist

Cohu · TW

Responsibilities -

To understand client(s) process' requirements and equipments' interface.
To work on issue(s) and root cause(s) analysis for assigned Ql(s).
To close loop with functional group for issue solution.
To routinely review with assigned Key/Focus account customer(s) and follow up on technical subjects (new request+ issues).
To extract and maintain necessary technical information by customer, that is suitable for customer process and helpful for equipment manufacturing.
To participate into the product beta site evaluation to follow and feedback actual evaluation result onsite.
To handle and follow up on escalating issues or tasks forces.
To participate and follow handler's evaluation to reach project's success and provide weekly updates to top management.
To participate with the team for trouble shooting complex issues, mostly multi-disciplinary issues.
To trigger Engineering Change Request for product improvement on performance and quality.
To be responsible for the items defined in personal contract.
Support other Key/Focus account(s) customers when required.
To evaluate new handler's layout, train customer and follow up on-site platform's installation for new Cohu THG customer(s).
To issue Customer's/Technical Bulletin for specific corrective actions or 1 to 1 product update.
To follow thoroughly, processes related to each of the activities needed to achieve respective required results.
Any task that may be assigned from time to time.

MAIN OBJECTIVES: • Perform detailed root cause analysis to issues generated by onsite handlers, in compliance with the required lead-time and internal standards processes (DAO, IAQ, FAQ, etc). • Handle technical communication with assigned Key/Focus Account customer(s) and follow up on technical subjects (issues or/and new request). • Participate to product's performance and quality improvement as well as handler's evaluation. • Close loop tech support's findings on new or existing products, with relevent teams (Engineering, Sales Support, Indus, CPJM, Assembly) for issue solving and avoid issue repeating.

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