Innovation, Efficiency and Ambition: this is what VAT has stood for over 50 years.
With this passion, VAT has grown to become the leading international developer, manufacturer and supplier of high-performance high-end vacuum valves and vacuum sealing technology, employing over 2000 people worldwide. The headquarters are located in Haag (Switzerland), the production centers in Switzerland, Malaysia, Romania and Taiwan.
General Summary
The Field Service Engineer (FSE) is the front line to help customer to use VAT products with higher efficiency by fixing the troubles occurring at the customer sites and providing solutions for the customers. FSE needs to obtain the satisfaction from customers by executing field support functions (remote diagnosis, on-site trouble shooting, follow-ups after the troubleshooting, customer complaint handling and replying questions from customers). FSE also needs to work closely with application team and sales team to understand the customer’s requirements and situations better.
Duties & Responsibilities:
- Perform remote diagnosis to fix the trouble remotely if it is possible.
- Perform on-site support to fix troubles when the remote troubleshooting does not work well.
- Handle spare parts properly to supply them to customers for the troubleshooting.
- Consult to VAT CH (Headquarter) or MY (production site) to obtain supports when it is necessary.
- Escalate the trouble to the management in timely manner when it is necessary.
- Perform follow-up activities (service report, trouble analysis report, 8D report) after the repair is completed.
- Prepare documents to obtain better understanding from customers.
- Offer innovative solutions to fix troubles happening at the customer site.
- Offer the service kits to customers by utilizing any chances to contact to them.
- Transfer field knowledge to account managers (sales) and support them to obtain more orders.
- Input all the activities in CRM system. Close cases immediately after the necessary work is done
Must Have:
- Technical competence in mechanical and electrical engineering.
- Experience in customer support, technical support, engineering support, or field service.
- Experience and skills in remote and on-site troubleshooting/diagnostics.
- Strong customer focus with a commitment to customer satisfaction.
- Demonstrated verbal and written communication skills in both Japanese and English.
- Advanced presentation skills and the ability to communicate effectively with customers.
- Ability to work effectively in a team-based environment.
- Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and CRM systems.
Nice to Have:
- Technical competence in relevant software applications.
- Basic knowledge of vacuum technology and the semiconductor (SEMI) / flat panel display (FPD) industries.
- Experience in Quality Management (QM) or Quality Assurance (QA).
VAT is an equal opportunity employer. We see ourselves as a responsible and far-sighted employer that offers not only jobs, but also career and personal development opportunities through various training programs. We recognize the value of employee diversity and provide equal employment opportunity for all qualified application that contributes to innovation, improves customer orientation and employee satisfaction. One-step in this direction is to ensure that people are recognized and fairly compensated for their contributions to the company. In 2021, VAT received the Fair-ON-Pay+ certificate as an acknowledgement for our commitment in ensuring equal pay for equal work between men and women.
