Customer Technical Support Manager

7 days ago

Perai, Malaysia MacDermid Alpha Electronic Solutions Full time

**Business Overview**:
**SEMICONDUCTOR & ASSEMBLY SOLUTIONS (SAS)**

As a global supplier to the semiconductor industry, we provide advanced copper interconnects, die attachment, wafer bump processes, solder technologies, fluxes, cleaners, and other attachment materials for the integrated circuit fabrication, semiconductor packaging, and electronic assembly industries. Our products touch nearly every facet of modern life and enable smart devices, phones, computers, electric vehicles, and more to function properly. SAS consists of three distinct business units (Circuit Board Assembly, Semiconductor Assembly, and Wafer Level Packaging) which are positioned to meet our customers’ ever-changing needs. We operate globally, employ over 2,500 employees, and represent a $1.2BN (and growing) business.

**Job Purpose**:
This position reports directly to Technical Manager.

You are responsible to drive growth through successful new product trials in addition to increasing customer loyalty through exceeding expectation in the areas of technical competence, responsiveness, and troubleshooting, working hand in hand with sales team.

You are required to work closely with various departments of such as the sales, marketing, R&D teams. The position interacts with various departments and business division within the SAS business unit locally, regionally, and globally.

**Responsibilities**:

- Provide technical support to our target markets & customers, by providing appropriate solutions to technical issues thru process troubleshooting and root cause(s) analysis to resolve customer issues on timely manner.
- Participate on-site customer evaluations with primary goal of evaluation success to help drive the growth SAS business unit.
- Regular technical visits, lead technical discussions and meetings with customers to discuss technical issues and resolutions to help sales to create new opportunities.
- Provide technical trainings, and technical presentations to external and internal customers.
- Closely collaborate with other departments such as Operations, QA, R&D, and Product Marketing to provide technical solutions, to resolve product and quality issues, and maintain good product quality and services to SAS customers.
- Prepare and submit the monthly technical reports, call reports, and evaluation reports on timely basis.
- Manage technical projects which include product evaluations & qualifications, technology transfers, process solutions, new product implementation, & others.
- Build relationships with customers, distributors/agents and maintain constant contact with them to grow the SAS business.

**Requirements & Qualifications**:

- Bachelor’s degree in electrical/Electronics/Chemical/Mechanical engineering/Material Science
- At least 5 years SMT/PCBA Assembly industry experience, with backend semiconductor assembly experience is an added advantage
- Experience on solder paste, paste flux, liquid flux, cored wire, adhesive, conformal coating and encapsulant resin materials
- Proficient English language capability - written and verbal
- Team player, pro-active, and willing to learn attitude

**Skills**:

- Strong communication skills
- Mandarin language will be an advantage
- Strong presentation skills
- Outstanding customer relationship skills and be able to adapt to varying customer needs.
- Ability to multitask, manage transitions effectively and change focus quickly
- Ability to handle constructive feedback and adapt accordingly
- Ability to multi-task with 'can-do ‘attitude.

**Education**:

- Bachelors Degree in Chemistry
- Bachelor's Degree or equivalent experience in Material Sciences or Chemistry

**Relevant Industries**:

- Chemicals
- Electronics
- Manufacturing
- Power Electronics

**EEO Statement**:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

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