6mo ago

Snr Global Product Support Engineer II

Shanghaimid

OtherTechnical Support EngineerCustomer

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Quick Summary

Overview

Step into a career with ASM, where cutting edge technology meets collaborative culture. For over 55 years ASM has been ahead of what’s next, at the forefront of innovation and what’s technologically possible.

Technical Tools

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Responsibilities

~2 min read

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Customer Support & Escalation Management
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  Act as the single point of contact (POC) for customer technical issues and requests
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  Own customer escalations from problem identification through root cause analysis and final closure
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  Lead cross‑functional task forces and interface with BU Engineering and global support teams to resolve critical issues
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Tool Performance & Availability Improvement
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  Drive continuous improvement of system uptime, availability, and performance at customer sites
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  Analyze top issues using Pareto and data‑driven methodologies and prioritize corrective actions
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  Ensure implementation of corrective and preventive actions to avoid repeat issues
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Quality, NC, and Retrofit Management
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  Manage Non‑Conformances (NCs) and lead completion of 8D reports for critical issues
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  Support FCO, retrofit, and TSB activities for released products
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  Oversee IQ and warranty management to meet cycle time, cost, and quality targets
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NPI / CIP Support
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  Support NPI and CIP activities from a customer and field implementation perspective
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  Act as the product expert for assigned tools, ensuring knowledge transfer and best practice deployment
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  Collaborate with internal teams to feedback customer issues and drive design and process improvements
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Communication & Stakeholder Management
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  Provide clear and timely communication of issue status, risks, and action plans
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  Align internally with management and engineering on priorities and customer commitments
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  Maintain strong, trust‑based relationships with customers through professional and effective communication

Requirements

~1 min read

Bachelor’s degree or higher in Engineering or a related technical field
Strong system‑level understanding of hardware, software, and process integration
Experience in semiconductor equipment support, product support, or field engineering roles
Proven ability to manage customer escalations and work in high‑pressure environments
Willingness to travel frequently to customer sites (travel percentage varies by assignment)

Strong customer focus and ownership mindset
Structured problem‑solving and root cause analysis skills
Excellent communication and stakeholder management skills
Ability to lead cross‑functional teams and drive issues to closure

We make the tech that enables the chips in devices which improve lives around the world. We do this with an eye to the future, pushing the boundaries of what’s possible through cutting-edge innovation, and driving the next wave of technological breakthroughs that shape how we live, work, and connect.

To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram, X and YouTube.

ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender, gender identify or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status, or any other characteristic protected by law.