Customer Service Engineer

22 hours ago

Tainan, Taiwan KLA Full time $70,000 - $120,000 per year

Company Overview

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

Group/Division

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

  • In this role, you will evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
  • Ensures equipment improves customer production. Repair of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
  • Represent the company to the customer and assume accountability for customer happiness with service.
  • Assure operational quality of system equipment. Coordinates actions with customers to minimize down time.
  • Provide assistance to Installation Engineer in resolving problems.
  • Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
  • Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues.
  • Develop and handle 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.
  • Execute technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
  • The 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.

Minimum Qualifications

1. Proficiency in both Mandarin and English

2. Strong computer skills with Windows base application, Excel / power point, and network function / database related.

3. BS/MS major in Mechanical, Electrical/ Electro-optical, Controlling Engineering, or other Computer-science related fields.

4. Good attitude on learning new technology and willing to take challenge.

5. Experience or knowledge of semiconductor manufacturing process is preferred 6. Must be a strong team player, strong analytical skill and good working habits

7. People-oriented, strong customer service focus and able to work under pressure 8. Must be willing to work in semiconductor clean room environment 9. Note: Only applications with *English resume* will be considered.

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

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees.  KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA's Careers website for legitimate job postings.  KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers.  If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.

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