Technical Support Specialist

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.

ESSENTIAL QUALITY EXPECTATIONS :

• Proactively identify opportunities for improvement
• Seek for continuous improvement in own job processes
• Provide accurate reporting
• Drive issues until resolved inclusive all needed follow up actions.
• Highlight any kind of issues even they are not related to the own department and delegate them to the responsible Cohu staff.
• Notify colleagues to follow correct processes and procedures in case they do not.
• Update current Cohu processes in case of discrepancies in daily business. Drive generation of new processes if necessary.
• Don't think "it is not my problem" in case you detect any issue that can lead to quality issues.