Company
Semiconductor or Industrial sector
Engineer,SMS
Neural analysis suggests this role is
optimal for Mid candidates.
“Engineer, SMS. Skills: Field service, Technical troubleshooting, Maintenance, Repair of complex equipment, Photomask repair tools. Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region. Perform equipment installations, user training, and commissioning”
What You'll Achieve.
minimize customer downtime; maintain equipment reliability; ensure optimal performance and extend the lifespan of SMS products; ensure proper tracking, resolution, and accountability; ensuring accurate service records and compliance with internal processes; support reporting, analysis, and continuous improvement initiatives; ensure high levels of satisfaction; maintain and enhance the ZEISS brand image; support continuous product improvement and customer satisfaction; driving recurring revenue and enhancing customer value; improve equipment uptime and reliability; meet their operational needs; growing recurring revenue streams
Industry & Context.
Excellent problem-solving and troubleshooting skills
Able to travel for training, Weekend standby and support may be required at times
What They're Looking For.
Must Have
Bachelor’s Degree in Engineering or a related technical field, 5 years of proven experience in field service, with a emphasis on technical troubleshooting, maintenance, and repair of complex equipment, Proficiency in operating photomask repair tools, such as Focused Ion Beam (FIB) systems, Laser-based repair systems and Electron-beam lithography tools, Demonstrated ability to manage on-site installations, commissioning, and user training, Has a valid driving license
Nice to Have
Prior experience within Semiconductor or Industrial sector is a plus
What You'll Do.
Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region
Perform equipment installations
Diagnose and resolve technical issues promptly
Conduct regular maintenance
Submit CCT tickets for all service-related jobs
Complete all necessary documentation and updates in the Service CRM system
Maintain organized records of service activities
Provide technical expertise and support during product demonstrations and exhibitions
Conduct functional checks on equipment
Report systemic quality issues or recurring problems to the Service Manager
Promote and sell service contracts
Identify opportunities to upsell or cross-sell additional services or products
Ensure profitability on all parts sold
Enhance satisfaction among industrial customers
particularly tier-1 accounts
by implementing projects to improve equipment uptime and reliability
Collaborate with customers to identify pain points and develop tailored solutions
How You'll Work.
Team & Collaboration
Collaborate with Sales and PASS team to address customer-specific needs; work effectively with internal teams and customers
Communication Scope
communication skills with the ability to build rapport and interact effectively with customers; communication and collaboration skills
Full Job Description
_**Key Responsibilities**_ **Field Support & Training** * Provide on-site technical support for SMS/RMS products within Singapore and the Southeast Asia (SEA) region, ensuring timely and effective service for both academic and industrial customers. * Perform equipment installations, user training, and commissioning to ensure customers can operate the equipment effectively and independently. * Collaborate with Sales and PASS team to address customer-specific needs during installations and training **Technical Troubleshooting & Maintenance** * Diagnose and resolve technical issues promptly to minimize customer downtime and maintain equipment reliability. * Conduct regular maintenance, calibration, and repair services to ensure optimal performance and extend the lifespan of SMS products. * Utilize advanced diagnostic tools and techniques to identify root causes of recurring issues and implement long-term solutions. **Mobile X and CRM Administrative Task** * Submit CCT tickets for all service-related jobs to ensure proper tracking, resolution, and accountability. * Complete all necessary documentation and updates in the Service CRM system, ensuring accurate service records and compliance with internal processes. * Maintain organized records of service activities to support reporting, analysis, and continuous improvement initiatives. **Customer Engagement** * Foster strong relationships with customers by ensuring interactions at every touchpoint, from initial contact to post-service follow-ups. * Address technical inquiries and provide clear, actionable solutions to meet customer needs. * Actively follow up on customer feedback to identify areas for improvement and ensure high levels of satisfaction. * Represent the company professionally to maintain and enhance the ZEISS brand image. **Technical Support** * Provide technical expertise and support during product demonstrations and exhibitions to assist the Sales and PASS team in showcasing product capabilities. * Conduct
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