SIG Field Service Engineer

Job Description:

As a SIG Field Service Representative you will provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Yo u will approve operational quality of system equipment and report any QC issues to the factory FSR . You will provide initial instruction to customers on the installation, operation and main tenance of the system and serve as company liaison with customer s on administrative and technical matters for assigned projects. A SIG Field Service Representative will interpret customers needs and clarify if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. You will serve as the customer contact on technical and service related problems. You will prepare reports for analysis of product failure trends and serviceability issues. This job may include any aspect of field support, and is not limited to system hardware and software. You will work directly and indirectly with diverse cultures and nationalities performing all aspects of Field Service listed above.

Job Responsibilities and Expectations:

Installation Support and Training

• Provide new equipment installation support and oversight.

• Develop a customer training plan for assigned equipment.

• Ensure installation documentation is thorough and complete for remote customers.

• Promote customer self-sufficiency through training and frequent communication.

Customer Support

• Facilitate bi-directional communication between appropriate customer groups and SIG Engineering.

• Liaise with Customer Service for unique customer information needs (quotes, RMA).

• Coordinate new equipment insta llation schedules, upgrades and\ or modifications to meet customer needs.

• Aid maintenance personnel in the identification and rectification of unique and difficult system failures.

• Track material returns f or warranty repair\ replacement .

• Generate Field Reports to document issues, equipment modifications or repetitive system failures that will have an effect on the equipment in the field.

• Assist customers with spares management as necessary.

• Follow all site\customer specific contractual obligations where applicable. Examples may include IP security, time tracking, documentation, services, RMA support, etc..

Equipment Performance and Improvement

• Monitor operational, maintenance and performance data , including customer passdowns , to understand unique processes\issues at each site.

• Compile , document and track issues in approved loca tion\format to be easily shared with customers and Field Service Team. .

• Monitor both equipment and PCB RMA data. Make appropriate recommendations to reduce field failures .

• Present unbiased feedback from the field to internal and external customers .

• D ocument equipment or process deficiencies , using field and\or experimental data, and make recommendations for feasible solutions.

Field Upgrades

• Assist with the development and de ployment of system upgrades and\ or modifications .

• Provide field upgrade training to customer support groups.

• Track equipment upgrades for easy reference.

Quality Control

• Provide feedback on any manufacturing, or quality issues are discovered in the field.

• Track QC and new PCB failures in approved location for easy access by the various SIG support and manufacturing groups.

Equipment Documentation Support

• Assist with content in the equipment user s guides or other technical documentation that will be used to support SIG equipment in the field.

• Provide recommendations and direction for online site content that will provide Field Service team and customer base easy access to all necessary information needed for installation and maintenance.

• Assist with the development of customer maintenance and process procedures .

Requirements:

• Minimum of Polytechnic Degree in electronics or equivalent experience/background.

• Must have a high level of self-motivation and be able to work independently with minimal direct supervision.

• Experimental design and data analysis skills.

• Ability to manage multiple issues.

• Strong verbal a n d written communication skills, with English communication (written/spoken) a preferred benefit .

• Must have strong soft skills and ability to work with diverse cultures, nationalities and personality types.

• Must be willing to travel.

• Comfortable interacting with SIG and customer groups in all areas and levels ( i.e. Production, Equipment Support, Engineering, Facilities and Management).

• Strong troubleshooting skills in electronics, basic software and mechanical.

• Prior experience working with equipment in a wafer Probe or Test or Burn-in environment would be a plus .

Travel:

• Travel may not be often, but may still be required from time-to-time to help accommodate training, or service and support of sites throughout the region . Valid passport will be required .

• Example for Travel: support may be typical for SFO ( located in Kochi, India) or between Micron facilities in Gujarat (both MSI and MNI locations).

Additional Roles and Responsibilities for SFO -- Support for Exhibit E (Security Requirements) of the Consignment and License Agreement between Micron and SFO :

The Micron agreement with SFO Consignment and Software License Agreement ( SFO Facility) contains Exhibit E Security Requirements for the protection of M icron IP.

Additionally, s pecific SIG FS procedures will provide additional detail for the added roles and responsibilities for the SFO site . These procedures outline the SIG Field Service team s tasks for verifying the state of Micron equipment and essential to the contractual protection of Micron IP sensitive hardware installed at the SFO site.

In general terms, the additional roles and responsibilities for SIG Field Service based at SFO may be summarized as:

• Primary responsibility for oversite of the Micron test equipment (including supporting spare hardware, RMA process for repairs, etc ).

• M onitor Micron equipment performance, provide second level support to assist local ES technicians when debugging Micron equipment, communicate equipment status back to our SIG factory as needed, and in general mon itor SFO s behavior to follow the responsibilities stated within the contractual agreement and NDA s .

• O versite may include routine monitoring of items stored in the secure room, auditing material handling reports, auditing inventory levels for certain IP sensitive items.

• SIG FS may also be requested to perform occasional non-routine tasks related to the security of Micron hardware.