Customer Support Engineer

The Customer Service Engineering Professional cares for customers by serving as the main contact for qualification and quality-increasing product competitiveness and sales opportunities by responding to customer requirements, validating products from the development stage, and driving continuous quality improvements.

Responsibilities

Customer Support

• Serve as the main contact point for customers to discuss all process, field return and repair issues, including quality, material, and logistic issues
• Provide onsite support to validate quality issues and determine responsibility for defects
• Regularly communicate with customers and HQ to provide corrective actions for customer complaints related to quality
• Participate in periodic quality meetings (MQR/QBR) with customers to discuss quality trends
• Train/educate 3rd party vendors to arrange OBA (Open Box Audit) or rework for defect prevention in the customer process

Product Quality Management

• Manage and analyze quality data/issues to determine failure trends and abnormalities
• Work with customers to collect Failure Analysis Panels by analyzing failure data to see which models have a high incident rate
• Assist customers with new product launches, which may involve interfacing with customers on issues relating to the process

CS Process Set Up

• Develop set-up and planning of service process and failure goods return process
• Educate team members and 3rd party vendors to enhance problem-solving ability, panel technology, and statistical knowledge
• Comply with the company's policy and procedures
• Perform other related duties as assigned

Expected base salary: $65,000 ~ $100,000

Requirements

• 3 + years of experience
• Bilingual in English/Korean
• Bachelors degree in EE/Mechanical Egineering or closely related in a technology discipline preferred
• Authorized to work for any U.S. employer (This role does not provide visa sponsorship)
• Travel required: 25%

Benefits

• Health, Dental, Vision, and Life insurance covered at 100% for employees
• 401(k) plan with company match
• Vacation/Sick