上海 ea jobs (salary & requirements)

• Customer Support & Escalation Management
̶ Act as the single point of contact (POC) fcustomer technical issues requests
̶ Own customer escalations from problem identification through root cause analysis final closure
̶ Lead cross functional task forces interface with BU Engineering global support teams to resolve critical issues
• Tool Performance & Availability Improvement
̶ Drive continuous improvement of system uptime, availability, performance at customer sites
̶ Analyze top issues using Pareto data driven methodologies prioritize corrective actions
̶ Ensure implementation of corrective preventive actions to avoid repeat issues
• Quality, NC, Retrofit Management
̶ Manage Non Conformances (NCs) lead completion of 8D reports fcritical issues
̶ Support FCO, retrofit, TSB activities freleased products
̶ Oversee IQ warranty management to meet cycle time, cost, quality targets
• NPI / CIP Support
̶ Support NPI CIP activities from a customer field implementation perspective
̶ Act as the product expert fassigned tools, ensuring knowledge transfer best practice deployment
̶ Collaborate with internal teams to feedback customer issues drive design process improvements
• Communication & Stakeholder Management
̶ Provide clear timely communication of issue status, risks, action plans
̶ Align internally with management engineering on priorities customer commitments
̶ Maintain strong, trust based relationships with customers through professional effective communication
[Requirements]
• Bachelor’s degree higher in Engineering a related technical field
• Strong system‑level understanding of hardware, software, process integration
• Experience in semiconductequipment support, product support, field engineering roles
• Proven ability to manage customer escalations work in high‑pressure environments
• Willingness to travel frequently to customer sites (travel percentage varies by assignment)
[Competencies]
• Strong customer focus ownership mindset
• Structured problem solving root cause analysis skills
• Excellent communication stakeholder management skills
• Ability to lead cross functional teams drive issues to closure