After-Sales Service Manager

Forestown International Group - San Jose, CA

Full-time - Mid Level

San Jose, CA

About the position

The Field Application Engineer is responsible for conducting failure analysis on returned and exchanged machines in overseas warehouses. This role involves identifying root causes of faults, preparing detailed reports, and collaborating with After-Sales Quality Engineers to ensure effective resolution of issues. The position requires a strong background in electronics and problem-solving skills to enhance product reliability and customer satisfaction.

Responsibilities

• Conduct failure analysis for daily return and exchange machines in overseas warehouses, pinpointing the root causes of faulty machines and summarizing analysis results.
• Perform EWP (Early Warning Program) failure analysis for new projects prior to their overseas launch, extracting top issues.
• Prepare, maintain, and output failure analysis reports.
• Collaborate with After-Sales Quality Engineers in conducting walk-through analysis.
• Track the entire process of failure occurrence, analysis, resolution, and closure.

Requirements

• Bachelor's degree or above in Electronics, Communications, Automation, or related fields.
• At least 5 years of experience in hardware failure analysis, with hardware development experience being a plus.
• Solid foundation in digital and analog electronics, able to understand common module circuits and optical principles under guidance.
• Proficient in using hardware testing instruments such as oscilloscopes and spectrum analyzers to locate problems.
• Basic understanding of upper and lower computers, able to quickly familiarize oneself with and operate related functional software.
• Capable of independently analyzing and solving problems, including repairing faulty boards and replacing components.
• Experience in semiconductor laser control equipment, industrial marking machines, laser light source drivers, or motion control industries is preferred.
• Proactive, dependable, and able to work collaboratively with the team to improve FFR (first Failure Rate).
• Fluent in Chinese for communication and documentation purposes.
• Self-disciplined and driven with a strong sense of motivation.

Nice-to-haves

• Experience in semiconductor laser control equipment, industrial marking machines, laser light source drivers, or motion control industries is preferred.