Position Title: Customer Service Engineer Employee:
Department: Sales & Marketing Supervisor: BH Lee
FLSA: Exempt
Sonix Summary
Sonix is a leading manufacturer of scanning acoustic microscopes and non-destructive testing equipment specializing in semiconductor packages and wafers. Sonix was established in 1986 and has become the leader in our field by partnering with our customers globally and continuously developing new technologies that help our customers improve quality, efficiencies and productivity. It is our corporate commitment to continue to deliver cutting edge technology and provide superior customer support.
Sonix, Inc, is a wholly owned subsidiary of the Fortive Corporations,
Position Summary
Coordinates and performs customer service, application request and installation activities of the company to provide support on our equipment at customer sites or in our DEMO system. Requires a strong background in equipment automation, with a focus on motion, mechanical, electrical and software trouble shooting and problem solving. The candidates but possesses the strong customer service management background and familiar with problem solving process and escalations.
We also required the candidate to perform application studies and prepare reports to be given to customers.
Application Request - Essential Functions
- Performs application studies of customer samples and submits to the customer an applications report outlining findings.
- Develops testing procedures to effectively address and meet customer expectations of the testing.
- Performs customer trainings.
Essential Functions
- Coordinate Customer Service
- Manages customer service queue and deploys parts and FSE's as needed to address customer service issues.
- Provides guidance and training to the new FSE's and customers technical trouble shooting skills (electronic, electrical and software are key).
- Estimate repair time required, amount of personal, parts, and equipment required for supporting customer. Using knowledge of product, typical malfunctions, and service procedures and practices, make proper recommendations for expediting repair.
- Maintain records of work hours, parts utilized, and work performed for each service call.
- Perform installations and training and ongoing support for Sonix Global Customers.
- Travel to customer sites to perform installation and training
- Travel to customer sites as needed to perform on-site customer support.
- Other Customer Service Management tasks
- Weekly, monthly and quarterly reporting to management of customer service metrics. Provide data of common issues and coordination with the quality team to permanently fix ongoing reliability issues.
- Good communication of field failure root cause to Sonix (Virginia) for trend analysis, then assist with implementation of countermeasures to permanently address issue.
- Responsible for managing spare parts inventory
- Monitor and document component replacement and repair status and lead-time
- Implement and manage the legacy tool support program
- Develop obsolete component replacement programs
- Responsible to stay informed of the latest technology and applications that Sonix offers.
- Attends DBS classes/events as needed.
Other Responsibilities
- Perform other work-related duties as assigned by supervisor or top-level management.
Education, Experience And Skills Required
- Degree in a Technical field (Electrical and/or Mechanical), Applied Sciences or Engineering or equivalent education or experience.
- Specific experience in equipment automation, both hardware (motion, electrical and software (interface) is critical and required.
- Strong written, verbal, analytical, leadership and interpersonal skills.
- Strong problem-solving skills are required and are key to success.
- 3-10 years of professional field service experience supporting automation or instrumentation capital equipment..
- Strong computer, written, verbal, persuasion, and interpersonal skills.
- Ability to organize work, and to meet deadlines.
- Written and spoken English is a requirement. Mandarin or other Asian languages are a plus.
- Knowledge of ultrasonic inspection
- Knowledge of microelectronics
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potentialyour ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
Tektronix, a wholly owned subsidiary of Fortive Corporation, is a place where people are challenged to explore the boundaries of what's possible, bringing the digital future one step closer every day. Through precision-engineered measurement solutions, we work with our customers to eliminate the barriers between inspiration and realization of world-changing technologies. We believe that cultivating a deeper sense of loyalty and belonging is key to how we attract and retain our best people. This reality inspires our Inclusion & Diversity vision, We Are More Together, and guides our approach as we all work toward creating great places where our teams work and thrive. Realize your true potential at Tektronix join us in revolutionizing a better tomorrow! We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [Confidential Information].
This position is also eligible for bonus as part of the total compensation package.
