Technical Support Engineer
Reporting to Technical Support Manager, this position is responsible for providing technical support and advice to customers, conducting Technical Support Request (TSR) work and preparing reports.
Responsibilities:
- Provide on-site technical support for customer pilot run, production start-ups and production troubleshooting as well as off-site customer technical support in a timely manner
- Review and revise TSR reports and ensure relevant information is shared with customers
- Complete TSR work within timeline and upload report in system
- Perform routine testing of cured coating properties on various substrates
- Operate coating machines and equipment and ensure laboratory equipment and facilities are maintained in a safe and operational manner
- Identify best practice processes for coating application to achieve best coating result for optimal performance
- Analyze and report findings on returned coated lens samples and other coating materials to troubleshoot customer problems
- Manage and ensure Liquid Sample Request samples are stored in required conditions
- Handle customer complaints by conducting root cause analysis
- Complete troubleshooting analysis and create reports for presentation to the Manager and/or customers
- Conduct studies and recommend suitable coating based on customer’s process and requirement
- Collaborate with the Sales team to secure new business opportunities through sample creation and provide support to existing customers.
- Interface with external material suppliers and machine suppliers
Requirements:
- Bachelor’s Degree in Chemical Engineering, Chemistry, Material Science or related field with at least 3 years of customer support and troubleshooting experience
- Experience in vacuum deposition technology is an added advantage
- Possess good communication and presentation skills
- Highly self-motivated, independent and resourceful
- Proficient in Microsoft Office applications
- Willing to work at Tuas South
This role is required to travel overseas to countries such as India, China etc.