Customer Support Engineer

An exciting opportunity has arisen for a Customer Support Engineer to join a highly respected and forward-thinking technology organisation based in Penang.

This role is perfect for someone who thrives on building meaningful connections with customers, enjoys solving technical challenges, and values being part of a supportive and inclusive team. The company is renowned for its commitment to innovation, integrity, and the professional growth of its people. As a Customer Support Engineer, you will play a pivotal role in ensuring that advanced equipment is fully functional and available for customer use, while also contributing to the ongoing success of the wider Asia Pacific region. With flexible working opportunities, extensive training programmes, and a culture that celebrates collaboration and knowledge sharing, this is your chance to make a real impact in a business that truly believes people make the difference.

• Be part of an inclusive and trusted team where your contributions are valued and your development is supported through comprehensive training opportunities and mentorship from knowledgeable colleagues.
• Enjoy a varied role that combines hands-on technical support, customer interaction, and travel across Asia Pacific and Australasia, offering you exposure to cutting-edge technology and diverse cultures.
• Benefit from a workplace that prioritises flexible working arrangements, encourages open communication, and fosters a sense of belonging through shared goals and supportive leadership.
  
  

What You'll Do

As a Customer Support Engineer based in Penang, you will be at the heart of ensuring advanced technology equipment remains operational for valued customers. Your day-to-day activities will involve responding swiftly to technical issues—whether they arise from emergency breakdowns or routine service contracts—while keeping all stakeholders informed through clear communication. You will take ownership of equipment testing, installation, commissioning processes as well as delivering engaging training sessions that empower users. Working collaboratively within an experienced engineering team means you’ll share knowledge freely while also acting as the main point of contact during customer site visits. Your attention to detail will shine through in meticulous record-keeping related to system status updates, warranty tracking, parts management, service contracts analysis—and your proactive approach will help identify trends for future improvements. By supporting commercial functions such as quotation preparation or digital marketing efforts alongside administrative colleagues using SAP platforms, you’ll contribute directly to business growth targets. Above all else, your commitment to health & safety standards ensures every task is completed responsibly in line with company policies.

• Respond promptly to emergency breakdowns, warranty issues, and service contract work by providing effective troubleshooting solutions and maintaining clear communication with all relevant parties.
• Carry out testing, installation, commissioning, operation, and maintenance training of equipment to ensure seamless system acceptance for customers both locally in Penang and occasionally across Asia Pacific and Australasia.
• Collaborate closely within a team of engineers by exchanging information and experiences while liaising with Sales and Marketing teams to relay valuable 'Voice of the Customer' insights.
• Prepare detailed reports on work completed including time spent on customer sites, travel activities, and ensure all chargeable work is invoiced accurately and promptly.
• Authorise system ‘buy-off’ prior to shipment either independently or alongside customers to guarantee compliance with established standards and specifications.
• Work hand-in-hand with Technical Support and Systems Engineering teams to address potential or actual system problems efficiently.
• Maintain accurate records regarding system status, warranty periods, parts supplied, service contracts, failures, and analyse trends for continuous improvement.
• Deliver customer training sessions at both company premises and customer sites to enhance user understanding of equipment operation and maintenance.
• Ensure all tasks are performed in strict accordance with Health & Safety policies as well as ISO 9001 Quality standards and other compliance systems.
• Support commercial activities by collaborating with Service Administrators on SAP Service Cloud adoption, updating SAP Cirrus opportunities, preparing quotations for upgrades or spares, following up on open orders, and assisting with digital marketing initiatives.
  
  

What You Bring

To excel as a Customer Support Engineer in this environment you will bring proven experience supporting sophisticated technical equipment—ideally within the semiconductor industry or related high-technology fields—where your practical skills have been honed through direct engagement with complex systems. Your educational background may include formal electronics qualifications or an engineering degree/HNC; however substantial hands-on expertise will be equally valued. Fluency in English enables you to connect meaningfully with customers throughout Penang’s vibrant community. Your natural ability to troubleshoot issues calmly under pressure ensures minimal downtime for clients while your strong interpersonal skills foster trustful relationships both internally among colleagues and externally with end-users. A methodical mindset combined with conscientious record-keeping habits allows you to maintain accurate documentation vital for trend analysis or compliance purposes. Willingness to travel extensively—including weekends when required—demonstrates your commitment towards meeting customer needs wherever they arise across Asia Pacific territories. Most importantly: your collaborative spirit shines through as you share knowledge generously within teams while always striving for higher levels of satisfaction among those you serve.

• Formal qualification in Electronics or equivalent; substantial relevant experience in technical support roles within high technology sectors such as semiconductor manufacturing or instrumentation is highly desirable.
• Degree or HNC in an appropriate Engineering discipline is preferred but not essential if accompanied by significant hands-on experience.
• Fluency in English is required to facilitate effective communication with local customers; Malaysian nationality or Penang locals are especially encouraged to apply.
• Demonstrated ability to fault-find complex systems quickly and implement corrective actions efficiently under pressure.
• Excellent interpersonal skills enabling you to communicate clearly in both one-to-one settings and group environments; able to build rapport with customers from diverse backgrounds.
• Hands-on experience supporting front-end wafer fabrication equipment or similar high-tech electronic/instrumentation systems would be advantageous.
• Possession of a valid driving licence is necessary due to regular travel requirements across Asia Pacific regions.
• Good PC skills are beneficial; familiarity with SAP Service Cloud or FSM platforms would be an asset but not mandatory.
• Knowledge of plasma processes or standard etch/deposition techniques offers a distinct advantage but can be developed further through training provided by the company.
• Personal qualities such as flexibility, co-operativeness, methodical approach to problem-solving, punctuality, self-discipline, willingness to take responsibility for outcomes—and above all—a genuine passion for teamwork are essential.
  
  

What Sets This Company Apart

This organisation stands out as an employer that genuinely values inclusivity, trustworthiness, progressiveness, and wholehearted dedication from every member of its team. Employees benefit from being part of a culture where listening actively—to customers as well as colleagues—is fundamental for mutual success. Long-term relationships built on respect underpin daily operations while openness towards new ideas ensures the business remains at the forefront of technological advancement. The company’s unwavering focus on turning smart science into world-class products means staff are constantly exposed to innovative projects that challenge them intellectually yet reward them emotionally through shared achievements. Professional development is championed via structured training programmes designed not only to enhance technical capabilities but also nurture personal growth—ensuring everyone feels empowered within their role regardless of seniority level. Flexible working arrangements reflect management’s understanding that work-life balance matters just as much as career progression; meanwhile supportive leadership provides guidance without stifling individual initiative. Above all else: employees here know their contributions matter because people truly do make the difference—and this belief permeates every aspect of organisational life from onboarding right through ongoing career advancement opportunities.

What's Next

If you are ready to take the next step in your career journey by joining a collaborative team where your expertise will be celebrated—and where every day brings fresh opportunities for learning—then this could be the perfect fit for you!

Apply today by clicking on the link provided or email me at [email protected] to discuss this new opportunity!

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd

Business Registration Number : 729828-T

Licence Number : JTKSM 423C