Customer Service Engineer Hsinchu, Taiwan

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.

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

A customer service engineer plays a crucial role in ensuring the smooth operation and maintenance of production equipment. They serve as the primary point of contact for customers, providing technical support, troubleshooting, and maintenance services.

### Responsibilities

1. **Provide technical support**: Respond to customer inquiries and issues related to production equipment, troubleshoot problems, and provide solutions to ensure minimal downtime.

2. **Perform installation support and maintenance**: Install support, configure, and maintain production equipment at customer sites, ensuring optimal performance and adherence to safety standards.

3. **Conduct preventive maintenance**: Onsite perform preventive maintenance, upgrades, and diagnostics to prevent potential issues and minimize downtime.

4. **Analyze and report issues**: Analyze equipment malfunctions, identify root causes, and generate detailed reports on the problems and resolutions. Collaborate with the research and development team to implement field solutions.

5. **Manage customer relationships**: Develop and maintain strong relationships with key customers, understand their business goals, and work closely with them to ensure their satisfaction.

6. **Provide training and support**: Train customer employees on the proper use of production equipment, ensuring they have the necessary knowledge and skills to operate the systems safely and effectively.

7. **Collaborate with cross-functional teams**: Work closely with sales, engineering, and other departments to ensure seamless integration of customer service into all aspects of the business.

### Qualifications and Skills

1. **Educational background**: Bachelor's degree in engineering, such as electrical, mechanical, or mechatronics, or a related technical field.

2. **Technical skills**: Proper knowledge of semiconductor production equipment, electronics, circuits, and schematics. Proficiency in troubleshooting and diagnosing complex electro-mechanical systems and software.

3. **Communication skills**: Good verbal and written communication skills to effectively interact with customers, provide technical explanations, and generate detailed reports.

4. **Problem-solving skills**: Ability to analyze complex issues, identify root causes, and develop innovative solutions to resolve customer problems.

5. **Customer-oriented mindset**: Commitment to delivering exceptional customer service and maintaining high customer satisfaction.

6. **Adaptability**: Ability to work effectively in a fast-paced, demanding environment with changing workloads and priorities.

7. **Language skills**: Proficiency in English is mandatory.

Minimum Qualifications

Master's Level Degree or work experience of 2 years

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 talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.