Job Description

At Oxford Instruments, we enable the world's leading industrial companies and scientific research communities to image, analyse and manipulate materials down to the atomic and molecular level. At X-Ray Technology, we manufacture components and devices used across a range of sectors from healthcare to high-volume manufacturing in any situation where exceptional magnification and image quality are essential.
Business, Location:
Oxford Instruments Plasma Technology. Singapore - base in Penang
Role:
Customer Support Engineer
Reports to:
Regional Customer Support Manager,
Direct Reports:
None
Primary Purpose:
To ensure that OIPT equipment is fully functional and available for customers use, local support within Penang, involving occasionally travel to Asia pacific and Australasia.
Key Responsibilities

• Respond quickly to emergency breakdowns, warranty issues and service contract work. Provide technical troubleshooting and liaison with customers. Ensure that effective and accurate communication is maintained between all relevant parties and ensure that information is fed back to Service Management so that all files may be up-dated effectively.
• Carry out test, installation and commissioning of equipment including operation and maintenance training, leading to system acceptance.
• Work as an individual within a team of engineers exchanging information and experiences. Liaise with the Sales and Marketing team to feedback "Voice of the Customer" information.
• Provide a report of work done analysing time spent on customer sites, travel etc. Help to ensure that all chargeable work is invoiced to the customer promptly.
• Authorise system 'buy-off' prior to shipment either with or in the absence of the customer.
• Liaise with technical Support and Systems Engineering on any potential or actual system problems.
• Liaise with Sales Team to provide useful background information.
• Help to maintain an accurate record of the status of the system, timing of warranty, parts supplied, service contracts and failures so that trends can be analysed.
• Carry out customer training both at OIPT and customer sites.
• Ensure all work is carried out in accordance with the Company's Health and Safety, ISO 9001 Quality, and all other compliance Systems.
• Keep up to date all relevant enquiries and project files on any significant information.
• Provide an up-to-date, detailed and accurate record of expenses incurred on behalf of the Company.

• When in Test deliver fully tested product in line with test procedures issued and maintained by Manufacturing Engineering Team. Ensuring product complies with established standards and specifications. Take ownership of tools allocated ensuring quality is maintained, schedules are achieved, and efficiency targets met.
• Support Customer acceptance visits as identified by Customer Support Manager. Provide a point of contact within the team during the visit.
• When on customer sites CSE will be the main point of contact for both the customer and OIPT and will take ownership of the day-to-day tasks, ensuring that any issue raised has an action against it with dates added as necessary.
• Carry out any other tasks that may be reasonably requested by the Company.
• Be prepared for extensive travel on a worldwide basis.
• All employees have a personal responsibility for their own health and safety and for that of others who may be affected by their actions and behaviour.
• All employees will comply with the Company's arrangements for health, safety and environmental protection.
• Individuals with specific knowledge of the technology and associated hazards will apply their knowledge and skills to support the implementation of appropriate systems.
• Work closely with Territories Service Administrators to effectively fully adopted SAP Service Cloud and FSM
• Work closely with local CS Commercial Team to deliver CS Products Digital Marketing and Marketing materials for CS products promotions.
• Ensure all CS opportunities are captured timely and accurately into SAP Cirrus
• Support CS Team in providing CS Upgrades, Spares, Training, Support Contracts quotations in a timely manner.
• Follow up closely and timely on all Open CS Order Opportunities so to drive CS Orders growth to achieve Target set by the management.
• Work Closely with OIPT CS Commercial Team to ensure accurate and correct items are captured in the final quotation to the customer for Upgrades.

Indicative Performance Measures

• Customer satisfaction indicators, system downtime, System acceptance duration.
• Ensuring all Risk Assessments are completed prior to a job commencing.
• Ensuring Service Reports are completed within the specified timeframe.
• Provide any potential commercial leads to Team Leaders or Sales and Marketing.
• Raise any non-conformances in the field directly via FRACAS system or to a Team Leader
• Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
• Takes responsibility for his/her own work and seeks ways to continually improve the level of customer satisfaction, internally and externally.
• Service Cloud/FSM adoption
• Exhibit behaviors as a Team Player
• Exhibit behaviors as a Senior Engineer
• SAP Cirrus Opportunities Updates and Forecast
• CS orders Targets and Budgets are met.

Health & Safety

• Maintain a clean and safe working environment by ensuring the workplace is consistent with the company's health and safety environmental policy.
• Influence the behavioural safety of the team through your own example, setting high standards and expectations for those around you.
• Ensure products comply with set company safety standards and challenge guidelines if thought appropriate.
• All employees have a personal responsibility for their own health and safety and for that of others who may be affected by their actions and behaviour. All employees will comply with the Company's arrangements for health, safety and environmental protection.

Person Specification - Essential requirements unless stated.
Education / Qualifications:

• Formal Electronic qualification.
• Substantial relevant experience and training.
• Degree / HNC or equivalent in an appropriate Engineering discipline (preferred).

Professional Skills/ Abilities:

• Malaysian nationality or Penang locals preferred
• Fluent in Chinese, English and Malay
• Knowledge of standard etch, and deposition process are a major advantage.
• Uses interpersonal skills to communicate effectively in both one-to-one and group situations.
• Ability to fault find and implement corrective action.
• Driving Licence.
• Recognises, and acts within, limits of own delegated authority.
• Hands on experience of technical equipment support ideally front-end wafer fabrication in the semiconductor or a related high technology electronic/instrumentation sector.

Preferred but not essential:

• Good PC skills.
• Knowledge of Plasma processes.

Personal Qualities:

• Flexible, co-operative and willing.
• Methodical, systematic and conscientious.
• Punctual and self-disciplined.
• Willingness to take on responsibility.
• Willingness to travel most of the time, including weekends.
• Teamwork: Positively contributes to the team to achieve departmental/company goals. Shares information and knowledge to improve own and others contribution to the business.
• Quality: Takes responsibility for his/her own work and seeks ways to continually improve the level of customer satisfaction, internally and externally.
• Team Player.
• Good manner with customers.

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability.
Note to recruitment agencies: Oxford Instruments operates a Preferred Supplier List, and we do not accept unsolicited agency CVs. Please do not forward candidate details in response to this advert, or to any Oxford Instruments employees or other company locations. Oxford Instruments is not responsible for any fees related to unsolicited CVs.

Skills Required