Technical Support Specialist

RESPONSIBILITIES :

•    To understand client(s) process' requirements and equipments' interface.
•    To work on issue(s) and root cause(s) analysis for assigned Ql(s).
•    To close loop with functional group for issue solution.
•    To routinely review with assigned Key/Focus account customer(s) and follow up on technical subjects (new request+ issues).
•    To extract and maintain necessary technical information by customer, that is suitable for customer process and helpful for equipment manufacturing.
•    To participate into the product beta site evaluation to follow and feedback actual evaluation result onsite.
•    To handle and follow up on escalating issues or tasks forces.
•    To participate and follow handler's evaluation to reach project's success and provide weekly updates to top management.
•    To participate with the team for trouble shooting complex issues, mostly multi-disciplinary issues.
•    To trigger Engineering Change Request for product improvement on performance and quality.
•    To be responsible for the items defined in personal contract.
•    Support other Key/Focus account(s) customers when required.
•    To evaluate new handler's layout, train customer and follow up on-site platform's installation for new Cohu THG customer(s).
•    To issue Customer's/Technical Bulletin for specific corrective actions or 1 to 1 product update.
•    To follow thoroughly, processes related to each of the activities needed to achieve respective required results.
•    Any task that may be assigned from time to time.

ESSENTIAL QUALITY EXPECTATIONS :
•    Proactively identify opportunities for improvement
•    Seek for continuous improvement in own job processes
•    Provide accurate reporting
•    Drive issues until resolved inclusive all needed follow up actions.
•    Highlight any kind of issues even they are not related to the own department and delegate them to the responsible Cohu staff.
•    Notify colleagues to follow correct processes and procedures in case they do not.

•    Update current Cohu processes in case of discrepancies in daily business. Drive generation of new processes if necessary.
•    Don't think "it is not my problem" in case you detect any issue that can lead to quality issues.