KLA Customer Service Engineer-Taichung 

Taiwan, Taichung 

631404562

Job Description

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.

Minimum Qualifications

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 waferinspections/metrologysystems 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 providesolutions.
• 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.