Customer Service Engineer-Taoyuan

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Job Description/Preferred Qualifications

Highlight

The future is ours to create. Whether it’s a driverless car, VR experience, or factory robotics, we help turn theory into possibility. We help create technological devices and ideas that transform our future and shape our current life. We’re looking for Customer Service Engineers who contributes the support and provide unique customer value in the global electronics ecosystem. You will be able to learn the advanced mechatronic engineering and collaborate with leading customers across the globe, our expert teams of physicists, engineers, and problem-solvers design solutions that move the world forward.

Job Description

• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
• Represents the company to the customer and assume accountability for customer happiness with service.
• Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
• Provides assistance to Installation Engineer in resolving problems.
• Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
• Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
• Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
• Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
• Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

Qualification

• Proficient with all office suite applications such as Excel and PowerPoint.
• hands-on experience in hardware/software integration, testing and troubleshooting of highly sophisticated semiconductor wafer inspections/metrology systems are preferred.
• Require ability to diffuse potentially difficult situations and facilitate solutions agreeable to multiple parties.
• Proven record of quickly diagnosing problems through analysis of inspection reports, system log files, system parametric diagnostic data and other test results, and provide solutions.  
• Previous technical support experience is preferred. Having electronic and electromechanical skills in solving sophisticated systems issues. Optomechanical skills are highly preferred.
• Strong communications and leadership skills desired.
• Semiconductor capital equipment support experience desired. Graduate degree a plus.
• Capable to collaborate with technical team for escalations, trouble-shooting and further diagnosis.

Minimum Qualifications

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

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