Your main responsibilities:
-Provide technical support / recipe setup at customer sites.
-Troubleshoots recipe / equipment problems. Co-work with HW and support teams for troubleshooting and result test after escalation.
-Complete on-site diagnostics and service calls. Handles complete product functionality in the various product families/platforms.
-Responds to emergency service calls as required.
-Instructs customer operating technicians on system operation and maintenance.
-Help the sales department with customers needing help or advice in applying the company’s products.
-Help the marketing department to collect competitor information during customer communication and discussion.
-Provide bug issue and new feature reports to Jira system for escalation.
-Complete H2H tool performance and gap defect with competitive tools.
-Do 1st line customer management for job request, issue, and complaint.