設備安裝暨售後服務處長 Director of Service Operations

我們是台灣領先的半導體先進封裝自動化設備供應商，客戶涵蓋國際級晶圓製造與封測大廠。近三年因 AI 需求爆發帶動先進封裝自動化在地化浪潮，公司營運高速成長，近年營收倍數成長，並持續擴大團隊規模。公司正積極籌備股票公開發行，邁向下一階段的規模化與國際化。 We are a leading Taiwan-based provider of automation equipment for advanced semiconductor packaging, serving major global wafer fabrication and assembly and test companies. Driven by the rapid growth of AI and the localization of advanced packaging automation, our business has expanded significantly over the past three years, with revenue multiplying and our team continuing to grow. As we prepare to become a publicly traded company, we are entering our next stage of growth and international expansion. 隨著客戶對設備交付品質與服務回應速度要求日益提高，我們需要一位兼具技術實力與客戶關係經營能力的資深主管，帶領設備安裝與售後服務團隊，成為客戶端信賴的關鍵窗口。To meet rising customer expectations for equipment quality, on-time delivery, and responsive service, we are seeking a senior leader with strong technical expertise and customer relationship management skills. This role will lead our equipment installation and after-sales service teams and serve as a trusted partner to our customers.## 職務摘要 Job Summary公司產業別｜半導體自動化設備工作地點｜台南／嘉義（依客戶現場需求於台灣各地出差）職級｜處級主管本職務將全權負責公司核心自動化設備（晶圓儲存/搬運系統）在客戶端的安裝、調機、驗收，以及設備運行後的售後服務與現場問題排除。您將是客戶現場工程與品保團隊最信賴的對口窗口,同時對內領導服務團隊、協調研發與品保部門，確保客戶滿意度與設備品質同步提升。Industry | Semiconductor Automation EquipmentLocation | Tainan / Chiayi (with travel to customer sites across Taiwan as needed)Level | DirectorThis role is fully responsible for the installation, bring-up, acceptance, and after-sales support of our core automation equipment (wafer storage and handling systems) at customer sites. You will be the most trusted interface for customers’ engineering and quality teams, while leading the internal service team and coordinating with R&D and Quality Control to continuously improve customer satisfaction and equipment performance. ## 工作職責 Key Responsibilities 1. 設備安裝管理主導設備於客戶端的安裝、調機與驗收全流程進度與品質管控 建立標準化安裝流程與檢核機制，確保交付時程與品質雙達標 2. 售後服務與客戶關係擔任客戶現場問題的第一責任人，主導故障排除、客訴處理與重大事件升級管理 出席客戶定期會議，即時掌握並回應客戶技術疑慮，建立長期信任關係 作為客戶端與公司內部（研發、品保、生產）的橋樑，確保問題被有效解決並追蹤結案 3. 品質改善 將現場客訴與設備異常根因回饋研發與品保部門，推動變更管理（ECN）流程優化，降低重複性品質問題 建立設備現場運行數據與異常趨勢分析機制 4. 團隊領導招募、訓練並帶領設備安裝與現場服務工程師團隊 建立人力備援與排班機制，確保客戶現場服務不因單一人力異動而中斷 培養團隊技術能力與客戶溝通素養 5. 跨部門協作與業務、研發、生產部門緊密協調，確保銷售承諾與現場交付能力一致 定期向管理階層回報服務績效與客戶滿意度指標 1. Equipment Installation ManagementLead the full process of installation, bring-up, and acceptance at customer sites, ensuring both schedule and quality targets are metEstablish standardized installation processes and checkpoint mechanisms2. After-Sales Service & Customer RelationshipServe as the primary owner for on-site issues, leading troubleshooting, complaint handling, and major escalation managementAttend regular customer meetings, proactively address technical concerns, and build long-term trustAct as the bridge between customers and internal teams (R&D, Quality Control, Production) to ensure issues are resolved and closed effectively3. Quality ImprovementFeed field complaints and equipment anomalies back to R&D and Quality Control, driving ECN process improvements to reduce recurring quality issuesBuild mechanisms for analyzing on-site operational data and abnormality trends4. Team LeadershipRecruit, train, and lead the installation and field service engineering teamEstablish backup staffing and scheduling systems to ensure uninterrupted customer supportDevelop the team’s technical capabilities and customer communication skills5. Cross-Functional CollaborationClosely coordinate with Sales, R&D, and Production to align sales commitments with field delivery capabilitiesRegularly report service performance and customer satisfaction metrics to management## 任職資格 Requirements 10 年以上半導體設備安裝／現場服務／客戶技術支援相關經驗，具自動化設備背景者優先（如晶圓搬運系統 AMHS、Stocker、自動倉儲設備或同等精密設備） 電機、機械、自動控制或相關工程科系背景，具備軟硬體整合問題判斷能力 具備在快速成長、高壓環境中獨立承擔責任並穩定交付成果的實務經驗 曾主導或參與重大客訴事件處理、成功重建客戶信心者尤佳 具跨部門溝通協調與影響力，能在非正式權責下推動團隊對齊 中英文溝通流利，能與國際或大型半導體客戶多層級人員順暢溝通 具封裝測試自動化、半導體製程設備或相關生態圈經驗者優先考慮 需配合國內出差至客戶現場（台灣各地半導體園區為主）10+ years of experience in semiconductor equipment installation, field service, or customer technical support. Background in automation equipment (e.g., AMHS, stockers, automated storage systems, or similar precision equipment) is preferred Degree in Electrical Engineering, Mechanical Engineering, Automation, or related fields, with strong ability to diagnose hardware-software integration issuesProven track record of taking ownership and delivering results in a fast-growing, high-pressure environmentExperience leading or participating in major customer complaint resolution and successfully restoring customer confidence is a strong plusStrong cross-functional communication and influencing skills; able to drive alignment without formal authorityFluent in Mandarin and English; comfortable communicating with multiple levels at international or large semiconductor customersExperience in packaging/test automation, semiconductor process equipment, or the related ecosystem is preferredWillingness to travel to customer sites across Taiwan (primarily semiconductor parks)Follow company regulation if there is any exceptional requirement, we could discuss it case by case ## 我們提供 What We Offer1. 具高度成長性與市場需求的產業領域，參與公司邁向公開發行的關鍵階段 2. 高度授權與決策參與空間，直接影響公司客戶關係與服務品質策略 3. 具競爭力的薪酬與獎金制度（依經驗面議） 1. Opportunity to work in a high-growth industry with strong market demand and participate in the company’s journey toward IPO2. High level of empowerment and decision-making involvement, with direct impact on customer relationship and service quality strategy3. Competitive compensation and bonus package (negotiable based on experience)本職缺誠摯歡迎具備半導體設備現場服務資歷、樂於在高成長環境中建立團隊與制度的資深人才加入。We sincerely welcome experienced professionals with a background in semiconductor equipment field service who are eager to build teams and systems in a high-growth environment.