Customer Service Engineer - Semiconductor Equipment Support

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is looking for Customer Service Engineers in Taoyuan. The role supports customers worldwide, helping them improve production and resolve complex technical issues, with about 20% estimated travel after initial classroom-based on-the-job training.

Key responsibilities

• Evaluate, analyze, diagnose and troubleshoot technical equipment problems by telephone or at the customer site, ensuring equipment keeps customer production running.
• Repair system-level problems with multiple causes and no standard procedures at customer sites.
• Represent the company to the customer and coordinate actions to minimize downtime.
• Assist the Installation Engineer in resolving problems and prepare field service reports on recurring issues.
• Build strong customer relationships and resolve sophisticated requests to raise satisfaction.
• Contribute to capturing, reusing, collaborating on and improving knowledge.
• Handle return material authorization (RMA) processes for returns, exchanges, service and repairs.
• Document technical critical issues and escalate them to the system engineering team at the customer site.
• Support customer demonstrations and field projects.

Required profile

• Proven record of quickly diagnosing problems from inspection reports, system logs, parametric data and test results.
• Previous technical support experience preferred; semiconductor capital equipment support experience desired.
• Ability to de-escalate difficult situations and find solutions acceptable to multiple parties.
• Strong communication and leadership skills; graduate degree a plus.

Required skills

• Proficiency with office suite applications such as Excel and PowerPoint.
• Hands-on experience with hardware/software integration, testing and troubleshooting of semiconductor wafer inspection and metrology systems preferred.
• Electronic and electromechanical skills; optomechanical skills highly preferred.