Customer support engineer

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

Description:

The Customer Support Engineer hired to this position will support the BBP 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.
• Travel is required. (20 - 50% for the role)

Minimum Qualifications

Bachelor's Level Degree or work experience of 0 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 websitefor 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.