Jobs at Kla in Japan, Higashi Hiroshima

Description:

The Customer Support Engineer hired to this position will support the OMD tool. Successful applicants will be formally trained at one of our award-winning training centers in California, USA or, Singapore or Taiwan.

• Responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly complex capital equipment at customer sites.
• Be the face of our company, ensuring customer satisfaction with our service and maintaining the operational quality of system equipment.
• Coordinates actions with customers to minimize down time.
• Prepares fields service reports on customer support activity and provides documentation to other supporting functions on re-occurring problems.
• Contributes to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Provides assistance to other Field Service and Installation Engineers in resolving problems.
• Engages, communicates and works with the Product Support Organization on escalated technical matters.

Requirements:

• Ability to understand and logically solve problems in software, electronics, optics, mechanical, electro-mechanical and/or electro-optical systems to address onsite customer problems within a cleanroom environment.
• Consistent record of engaging empathetically with customers, ensuring a positive experience, while fostering a collaborative environment to address their needs and concerns.
• Experience working on electronic systems within semiconductor, medical devices, defense, aerospace, or aviation industry is a plus.
• Proactive communication that facilitates seamless collaboration and addresses customer requirements effectively.
• Outstanding interpersonal communication, analytical and problem-solving skills.
• Experience working under pressure to meet deadlines.
• Drive to be hands-on and passionate about learning new things.
• Strong software management skills with Unix background is a plus.
• Native Level or proficient in Japanese (JLPT N1) and English language is required.
• Ability to read and understand procedures and technical documents in English, as well as be able to understand training conducted in English.

Minimum Qualifications

Bachelor's Level Degree and 0 years related work experience

Job Description

• Description:

  The Customer Support Engineer hired to this position will support the BBP/SWIFT tool. Successful applicants will be formally trained at one of our award-winning training centers in California, USA or, Singapore or Taiwan.

• Responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly complex capital equipment at customer sites.
• Be the face of our company, ensuring customer satisfaction with our service and maintaining the operational quality of system equipment.
• Coordinates actions with customers to minimize down time.
• Prepares fields service reports on customer support activity and provides documentation to other supporting functions on re-occurring problems.
• Contributes to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Provides assistance to other Field Service and Installation Engineers in resolving problems.
• Engages, communicates and works with the Product Support Organization on escalated technical matters.

• Requirements:

• Ability to understand and logically solve problems in software, electronics, optics, mechanical, electro-mechanical and/or electro-optical systems to address onsite customer problems within a cleanroom environment.
• Consistent record of engaging empathetically with customers, ensuring a positive experience, while fostering a collaborative environment to address their needs and concerns.
• Experience working on electronic systems within semiconductor, medical devices, defense, aerospace, or aviation industry is a plus.
• Proactive communication that facilitates seamless collaboration and addresses customer requirements effectively.
• Outstanding interpersonal communication, analytical and problem-solving skills.
• Experience working under pressure to meet deadlines.
• Drive to be hands-on and passionate about learning new things.
• Strong software management skills with Unix background is a plus.
• Native Level or proficient in Japanese (JLPT N1) and English language is required.
• Ability to read and understand procedures and technical documents in English, as well as be able to understand training conducted in English.

Minimum Qualifications

• Technical college degree in engineering / electronics / physics / material science or 3+ years Semiconductor / Automotive / Medical equipment service support experience
• Willing to travel : less than 20%
• Language skill in English: ability to read and understand procedures/technical documents, able to understand training carried out in English

In Japanese : Native Level Japanese required

Major Responsibilities include:

• Direct customer support responsibility, accountability, relationship management, service team leadership, as well as interface with KLA HQ product support and engineering teams to enable absolute customer satisfaction!
• Ensure the success of NPI programs/projects at the local-level, as well as coordinating and collaborating with cross-functional remote teams to support successful implementation and adoption of key KLA platforms and technologies.
• Direct P&L ownership and continuous improvement in all aspects of the business.
• Achievement of internal operational and financial objectives
• Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks
• Drive operational activities for meeting customer operational KPI’s
• Coordinate and align with customer and install team on required Installation dates
• Handle customer escalations by coordinating with CSE’s, Customer, Internal experts, and Snr. Management
• Check and manage billable activities along with service admin team
• Active support of Sales account teams to achieve regional targets
• Develop and manage a team of Customer Support Engineers ensuring their development path and appropriate training to meet regional objectives

Essential skills:

• Strong customer orientation and advocacy
• Excellent project management, analytic and organizational skills
• Ability to present in front of customers at Snr. Management level
• Strong Leadership skills with experience in people management
• Previous successful management or technical leadership experience in a fast-paced semiconductor development fab environment desired.
• Excellent verbal and written communication skills in Japanese & English
• Ability to work in a high-pressure environment on multiple tasks simultaneously
• Basic financial/budget skills
• Ability to travel up to 10%

Minimum Qualifications

• Minimum 5 years semiconductor field and at least 2 years management experience
• Excellent Communication skills, both written and spoken.
• Good execution and coordination skill
• Strategic and forward thinker who is proactive and self driven.