- Support & Training
Customer Service Excellence
Electronics manufacturing is an industry where accuracy, efficiency, and reliability are essential. However, producing high-quality products is about more than having the best machines—it is also about having the right support team to keep those machines running. This is where Koh Young Technology excels—not just as a provider of industry leading inspection solutions, but as a trusted partner who ensures its thousands of customers achieve long-term success.
- Danny Han, Director of Technical Service for the Americas
Award-Winning Service
“I take immense pride in our service organization and the customer-first mentality we foster every day. We don’t see service as an afterthought—it’s at the core of everything we do. Our team understands that our customers’ success is our success, and that drives us to go above and beyond in delivering world-class support.”
A recent example of Koh Young’s dedication to its customers comes from Dorigo Systems, an electronic manufacturing service provider serving complex industrial, communications, aerospace, medical, energy, and automotive customers from its 105,000 square foot facility in Burnaby, Canada.
One of their 3D AOI machines, which had been running reliably for over 10 years, suddenly stopped, bringing production to a temporary halt. Faced with a critical challenge, Dorigo Systems turned to Koh Young for support.
“After contacting the Koh Young HelpDesk, its service team worked tirelessly to diagnose and resolve the issue,” said Kyoung Tae (TK) Park, a Manufacturing Engineer at Dorigo Systems. “Their expertise, dedication, and willingness to assist me at every step of the process saved us a significant amount of downtime and money. The repair was completed at just a fraction of the cost of on-site support and prevented the need to replace the machine.”
This level of responsiveness and commitment demonstrates the strength of Koh Young’s customer-first mentality. Danny Han, Roy Kwon, Dave Nemeth, and Marci Hetzel were instrumental in bringing the machine back to life, proving that Koh Young’s service extends far beyond simple troubleshooting—it is about long-term partnerships and ensuring customers maintain high-quality production without unnecessary expenses. To learn more about how Dorigo Systems can be your next manufacturing partner, please reach out to sales@dorigo.com for information about their services.
Setting the Standard
To help customers get the most out of their equipment, Koh Young provides in-depth training programs at dedicated training center in Atlanta, Georgia, and Guadalajara, Mexico. These hands-on training courses cover everything from basic machine operation to advanced process optimization, ensuring users develop the necessary skills to operate their systems effectively.
For companies unable to attend one of the training centers in person, Koh Young offers on-site training classes, as well as online solutions like e-training. The training programs are continuously updated with the latest standards and machine developments, ensuring customers always have the most relevant information. Koh Young even tailors training to fit each manufacturer’s specific needs, helping them maximize efficiency in their unique production environments.
To further enhance customer support, Koh Young offers a dedicated HelpDesk, where customers can resolve issues, ask questions, or request assistance from experienced technicians like Dorigo did when it had a problem. This resource is available in English, Spanish, and Korean, with expanding support for additional languages. The HelpDesk provides fast, effective responses, helping manufacturers maintain productivity and quickly address any concerns that arise.
Koh Young America has built a multi-level support system to help customers get assistance whenever they need it. This includes regional application engineering teams throughout North and South America, ensuring fast and localized service.
Rather than waiting for problems to arise, Koh Young actively works to prevent issues before they happen. Their support includes remote diagnostics, maintenance tools, and an extensive network of experienced engineers who help customers troubleshoot issues quickly.
To minimize downtime, Koh Young provides remote support, ensuring customers receive help whenever they need it. The company also offers customized maintenance plans, where experts conduct regular check-ups and suggest ways to optimize performance. This preventative approach saves manufacturers time and money by avoiding unexpected downtime and production delays.
Koh Young’s dedication to customer success has earned it widespread industry recognition. The Service Excellence Award from Circuits Assembly is one of the most respected awards in the electronics manufacturing industry because it is voted on entirely by customers.
Winning this award is a huge honor because it reflects real-world customer experiences. For the third time in four years, Koh Young has been recognized by users for its outstanding service, quick response, and industry-leading expertise. This award proves that manufacturers trust Koh Young not just as a technology provider but as a long-term partner in their success.
- Dave Nemeth, Sr. Manager of Technical Services for the U.S. and Canada
Industry Leaders
“At Koh Young, we put the customer first. We don’t just install a machine and walk away. We stay involved to make sure our customers are getting the best possible performance. Whether they need urgent assistance or just want extra training, we’re here to help.”
Partnering with Matric for Long-Term Success
Koh Young is not just keeping up with the industry—it is leading the way with new advancements in AI-driven inspection, machine learning, and smart factory automation. By integrating real-time monitoring, process intelligence, and automation, Koh Young ensures that manufacturers can stay competitive and adapt to industry changes.
Another example of Koh Young’s commitment to its customers is at Matric Group, a world-class electronic manufacturing service provider with three manufacturing facilities in western Pennsylvania focused on high mix production for complex assemblies with its AS 9100D, ISO 13485, ISO 14001, and Nadcap certifications.
The company needed help integrating Koh Young’s inspection technology into their quality system. Koh Young’s team did not just install the equipment and leave; they worked alongside Matric’s leadership, engineers, and IT team to develop novel solutions and connectivity to ensure the inspection results and data was integrated into its complex quality control and reporting infrastructure. Together, the companies fine-tuned the process, trained employees on how to use it effectively, and provided ongoing support to improve quality control and efficiency.
Instead of simply reacting to problems, Koh Young and Matric work together with a proactive approach. The Koh Young application and software engineers collaborated with Matric engineers to collect, filter, communicate, and utilize inspection results to reduce false alarms, improve first-pass yield, and maintain continuous quality improvements. This level of involvement helped Matric increase productivity, reduce errors, and minimize waste.
Future Innovations in Customer Support
Koh Young is not just keeping up with the industry—it is leading the way with new advancements in AI-driven inspection, machine learning, and smart factory automation. By integrating real-time monitoring, process intelligence, and automation, Koh Young ensures that manufacturers can stay competitive and adapt to industry changes.
- Rafael Matute Rohwedder, Service Manager for Mexico and South America
Supporting Large-Scale Manufacturers in Mexico and Beyond
“Supporting major manufacturers across Mexico and South America is a responsibility I take seriously. Our customers rely on our expertise for more than just troubleshooting, they turn to us for continuous improvement in their processes. We work side by side with them to ensure they maximize efficiency and maintain top-tier quality. Seeing the impact of our support on large-scale operations motivates me every day.”