Customer Service Engineer (RMA & Failure Analysis) / Penang, Malaysia

Tasks

• Perform failure analysis and root cause investigation on returned congatec products.
• Reproduce failures and repair of failing electronic products, especially Printed Circuit Board Assemblies (PCBA)
• Use laboratory equipment (e.g. oscilloscope, microscopy, soldering stations) for detailed analysis and repair.
• Create failure reports, corrective action reports (CAR) and 8D reports for customers.
• Act as technical interface to customers for RMA-related topics.
• Provide technical support and communication regarding failures, analysis results and solutions.
• Manage the end-to-end RMA process, including:
  • Clarification of returned material with customers
  • Creation and assignment of RMA numbers in ERP system
  • Coordination of incoming and outgoing shipments
• Support continuous product improvement by feeding back failure data to engineering teams.
• Collect and analyze failure data (error codes, root causes, corrective actions).
• Support the implementation and improvement of customer service and repair processes.
• Maintain laboratory equipment and test infrastructure.
• Contribute to ERP and tool improvements for service and RMA handling.

Profile

• Bachelor’s degree in Electrical/Electronic Engineering or related field.
• 2–5 years of experience in failure analysis, repair, or customer service engineering in electronics or EMS environment.
• Solid understanding of electronic circuits and components.
• Ability to read and interpret schematics and PCB layouts.
• Hands-on experience with laboratory equipment (oscilloscope, multimeter, solder stations, etc.).
• Knowledge of failure mechanisms in electronic components and systems.
• Experience with debugging and repair of embedded systems (x86/ARM is a plus).
• Experience in customer communication and technical reporting.
• Familiarity with RMA processes and ERP systems (e.g. SAP).
• Structured approach to problem solving and root cause analysis.
• Strong customer-oriented mindset.
• Strong analytical and troubleshooting skills.
• Good communication skills in English (spoken and written).