Sr. Field Service Engineer at Johnstech International in Minneapolis, Minnesota

Job Description:

Location: Philippines

What an exciting time to be at Johnstech! We have experienced solid growth and are on the cusp of even more! With our growing product portfolio comes the need to grow our regional support! Be a part of a growing team with this new position!

People join us and stay with us for our fulfilling careers, competitive pay and benefit, and our friendly supporting environment. Don't just take our word for it. Come and find out for yourself!

Headquartered in Minneapolis, Minnesota, Johnstech International Corporation is a leading global provider of testing interconnect products for the semiconductor industry; a competitive and rapidly changing industry demanding constant innovation. Founded in 1991, Johnstech's high performance test sockets are sold primarily to integrated circuit manufacturers and IC test contractors. The company's patented technologies allow its contactors to achieve far greater accuracy and improved reliability in test results. These high-performance contactors are leading an industry-wide move away from traditional test sockets. Johnstech has additional offices in Singapore and the Philippines. For more information, visit www.johnstech.com .

Position Summary

This person provides technical support/training to customers, OEM program participants, and technology partners, regarding product handler interface issues. This may be in a presale, current sale, and post sale atmosphere. He/she achieves customer satisfaction through competency, helpfulness, and creativity. This person must understand and respond appropriately in all situations including making recommendations to customer relative to effective use of Johnstech products. Duties are performed in accordance with Johnstech's Management System.

Responsibilities

• Understands Management Policy statements and organizational/department objectives. Follow Management System procedures and work instructions. Identifies and reports problems, participates in fixing problems and assists in improving processes and products.


• Provide assistance and information to customer, sales, and engineering personnel in order to resolve technical issues that may occur with the products.


• Develops technical training (formal/informal), including all documents and procedures for customers and technology partners. Creates a better understanding/solution of interfacing Johnstech's products.


• Assist in the training and development of new department employees.


• Assist in the development of troubleshooting tools and instructions/guidelines for field use.


• Assist other Field Service/Applications Engineers when involved in non-routine situations or problems and offer advice for resolution.


• Assist in the creation and/or approval of documentation outlining handler operation and interface guidelines.


• Identify technical documentation required in the field for successful product usage.


• Make necessary on-site trips to customer sites to gather information, properly diagnose product problems, and provide technical solutions to problems ensuring customer confidence/satisfaction.

• Provide phone, facsimile, on-site customer support requests regarding product handler interface issues, including all documentation required and copy to all pertinent employees.


• Gather and document relevant interface specifications and requirements. Provide primary information exchange/support with Applications Engineering personnel at factory, including feedback and/or suggestions for development of application notes, training, etc.


• Assist in the creation and administration of customer field training/education (formal/informal) including documentation and procedures.


• Provide training of technology partner field service personnel.


• Proficient in many types of handler platforms to identify minor or complex problems.


• Interface troubleshooting and problem resolution on-site or off-site in the areas of: verifying proper contactor component configuration, loadboard design, handler nest design, handler device presentation, and verify accuracy of docking in X, Y, and Z directional planes.

• Complete Field Service Report form-outlining issues encountered and briefly describe resolution steps taken.


• Assist in the determination whether on-site evaluation and/or usage of spare parts, replacement product, or services are billable to the customer.


• Notify manager/supervisor and Product Manager directly regarding information on product failures, technical information, and product quality and suggest solutions to rectify issue.


• Complete activity reports and provide input and feedback as requested by manager/supervisor.

• Attend industry trade shows as required with the purpose of answering technical questions from customers or technology partners.


• Perform other duties as assigned by supervisor/manager.

Qualifications

• BS in Mechanical or Electrical Engineering or equivalent experience.


• Minimum of 8 years of experience in final test experience in semiconductor industry maintaining/troubleshooting ATE test equipment (pick and place as well as gravity feed handler experience). Requires daily contact with manufacturers of integrated circuits, device handlers, testers, & loadboards.


• Strong hands-on mechanical background with excellent analytical troubleshooting skills, basic electrical knowledge required.


• Proficient interpreting mechanical drawings.


• Exercise judgement when establishing priorities and schedules.


• Proficient in the following computer applications: Microsoft Office (Including Word, Excel, PowerPoint, Outlook, Access), computer graphic enhancement, AutoCAD View, and Windows 98/XP, or NT environment on office computers.


• Ability to fluently read and write English and the language of the country he/she works in.


• Ability to communicate with customers, co-workers in a positive manner. Excellent phone, written, verbal, facsimile, and E-mail communication skills.


• Ability to present oneself in a professional manner, and ability to work well in a team-oriented environment.


• Excellent personal and project organizational skills.


• Up to 40% travel including international.


• Able to travel with short notice period.

Johnstech is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.