Field Service Engineer

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Job details

Company overview

Our client is a global leader in vacuum valve technology, renowned for its cutting-edge solutions in semiconductor, industrial, and scientific applications. Headquartered in Switzerland, the company has a significant presence in Japan, with a key branch in Yokohama.

This branch employs around 200 professionals and plays a vital role in supporting growth in the Asia-Pacific region. Worldwide, our client employs over 3,000 people and operates numerous production facilities and R&D centers across Europe, North America, and Asia. Their commitment to technology and quality positions them at the forefront of the vacuum valve industry.

Responsibilities

The Field Service Engineer (FSE) is the front line to help customer to use products with higher efficiency by fixing the troubles occurring at the customer sites and providing solutions for the customers. FSE needs to obtain the satisfaction from customers by executing field support functions (remote diagnosis, on-site trouble shooting, follow-ups after the troubleshooting, customer complaint handling and replying questions from customers). FSE also needs to work closely with application team and sales team to understand the customer’s requirements and situations better.

ーーーーMain responsibilitiesーーーー

• Perform remote diagnosis to fix the trouble remotely if it is possible.
• Perform on-site support to fix troubles when the remote troubleshooting does not work well.
• Handle spare parts properly to supply them to customers for the troubleshooting.
• Consult to CH (Headquarter) or MY (production site) to obtain supports when it is necessary.
• Escalate the trouble to the management in timely manner when it is necessary.
• Perform follow-up activities (service report, trouble analysis report, 8D report) after the repair is completed.
• Prepare documents to obtain better understanding from customers.
• Offer innovative solutions to fix troubles happening at the customer site.
• Offer the service kits to customers by utilizing any chances to contact to them.
• Transfer field knowledge to account managers (sales) and support them to obtain more orders.
• Input all the activities in CRM system. Close cases immediately after the necessary work is done

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Requirements

■Minimum requirements

• Technical competence for mechanical and electrical. Software nice to have.
• Customer support/engineering/field support work experience.
• Remote and Field trouble diagnostic skill and experience.
• Strong customer focus and commitment to the customer satisfaction.
• Basic vacuum knowledge and industry knowledge of SEMI/FPD.
• Demonstrated verbal and written communication skill in Japanese and English.
• Advanced skill in presentation and in dealing with customers.
• Demonstrated ability to work in a team-based environment.
• Demonstrated skills in using computer applications (Word, Excel, PowerPoint, Outlook and CRM).

■Preferred qualifications

• Technical competence for software nice to have.
• Quality Management or Quality Assurance experience nice to have

Salary

6 - 8 million yen

Location

Tokyo