Our vision is to transform how the world uses information to enrich life forall.
Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever.
JR63961 FIELD SERVICES REPRESENTATIVE, SIG
Job Description:
As a SIG Field Service Representative you will provide highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. You will approve operational quality of system equipment and report any QC issues to the factory FSR. You will provide initial instruction to customers on the installation, operation and maintenance of the system and serve as company liaison with customers on administrative and technical matters for assigned projects. A SIG Field Service Representative will interpret customers' needs and clarify if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. You will serve as the customer contact on technical and service related problems. You will prepare reports for analysis of product failure trends and serviceability issues. This job may include any aspect of field support, and is not limited to system hardware and software. You will work directly and indirectly with diverse cultures and nationalities performing all aspects of Field Service listed above.
Job Responsibilities and Expectations:
Installation Support and Training
Provide new equipment installation support and oversight.
Develop a customer training plan for assigned equipment.
Ensure installation documentation is thorough and complete for remote customers.
Promote customer self-sufficiency through training and frequent communication.
Customer Support
Facilitate bi-directional communication between appropriate customer groups and SIG Engineering.
Liaise with Customer Service for unique customer information needs (quotes, RMA).
Coordinate new equipment installation schedules, upgrades and\or modifications to meet customer needs.
Aid maintenance personnel in the identification and rectification of unique and difficult system failures.
Track material returns for warranty repair\replacement.
Generate Field Reports to document issues, equipment modifications or repetitive system failures that will have an effect on the equipment in the field.
Assist customers with spares management as necessary.
Follow all site\customer specific contractual obligations where applicable. Examples may include IP security, time tracking, documentation, services, RMA support, etc..
Equipment Performance and Improvement
Monitor operational, maintenance and performance data, including customer passdowns, to understand unique processes\issues at each site.
Compile, document and track issues in approved location\format to be easily shared with customers and Field Service Team..
Monitor both equipment and PCB RMA data. Make appropriate recommendations to reduce field failures.
Present unbiased feedback from the field to internal and external customers.
Document equipment or process deficiencies, using field and\or experimental data, and make recommendations for feasible solutions.
Field Upgrades
Assist with the development and deployment of system upgrades and\or modifications.
Provide field upgrade training to customer support groups.
Track equipment upgrades for easy reference.
Quality Control
Provide feedback on any manufacturing, or quality issues are discovered in the field.
Track QC and new PCB failures in approved location for easy access by the various SIG support and manufacturing groups.
Equipment Documentation Support
Assist with content in the equipment user's guides or other technical documentation that will be used to support SIG equipment in the field.
Provide recommendations and direction for online site content that will provide Field Service team and customer base easy access to all necessary information needed for installation and maintenance.
Assist with the development of customer maintenance and process procedures.
Requirements:
Minimum of Bachelor's Degree in electronics or equivalent experience/background.
Must have a high level of self-motivation and be able to work independently with minimal direct supervision.
Experimental design and data analysis skills.
Ability to manage multiple issues.
Strong verbal and written communication skills, with English communication (written/spoken) a preferred benefit.
Must have strong soft skills and ability to work with diverse cultures, nationalities and personality types.
Must be willing to travel.
Comfortable interacting with SIG and customer groups in all areas and levels (i.e. Production, Equipment Support, Engineering, Facilities and Management).
Strong troubleshooting skills in electronics, basic software and mechanical.
Prior experience working with equipment in a wafer Probe or Test or Burn-in environment would be a plus.
About Micron Technology, Inc.
We are an industry leader in innovative memory and storage solutions transforming how the world uses information to enrich lifefor all. With a relentless focus on our customers, technology leadership, and manufacturing and operational excellence, Micron delivers a rich portfolio of high-performance DRAM, NAND, and NOR memory and storage products through our Micron® and Crucial® brands. Every day, the innovations that our people create fuel the data economy, enabling advances in artificial intelligence and 5G applications that unleash opportunities — from the data center to the intelligent edge and across the client and mobile user experience.
To learn more, please visit micron.com/careers
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Micron Prohibits the use of child labor and complies with all applicable laws, rules, regulations, and other international and industry labor standards.
Micron does not charge candidates any recruitment fees or unlawfully collect any other payment from candidates as consideration for their employment with Micron.
