Field Service Engineer

Position Title: Customer Service Engineer (FSE) Employee: New Hire

Department: Sales & Marketing Supervisor: BH Lee

FLSA: Exempt Date: Sept /2026

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(R), Inc, is a wholly owned subsidiary of the Ralliant Corporations,

Position Summary:

Coordinates and performs customer service, installation, and buyoff as well as detailed application activities for company. Provides support on our equipment at customer sites or in our DEMO facilities. Requires a strong background in equipment automation, with a focus on motion, mechanical, electrical and software trouble shooting and problem solving. The candidates possesses the strong customer service management background and familiar with problem solving process and escalations.

We also require 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 training.

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 for staying informed of the latest technology and applications that Sonix offers.

• Attends RBS 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.

• 2-10 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.

• Strong written/communication skills in English/Mandarin is a requirement.

• Knowledge of ultrasonic inspection is a large plus.

• Knowledge of microelectronics is a large plus.