Customer Support Engineer (based in Prachinburi)

Company Overview

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 invests 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.

Group/Division

The KLA Services team 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

• Responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.
• Represents the company to the customer and assumes accountability for customer satisfaction with service.
• Assures operational quality of system equipment.
• Coordinates actions with customers to minimize down time. This may include leading or participating in continuous improvement projects.
• Carry out System Installation, Qualification, upgrade and Retrofit activities.
• Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Other administrative activities in accordance to company operations process and procedures. E.g. Preparation of quotes, travel expenses incurred and parts needed.
• Assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.

Minimum Qualifications

• Bachelor’s degree in mechanical/Mechatronics/Electrical/Electronic Engineering
• 2-4 years’ of experience in field service or equipment maintenance, preferably in the semiconductor or PCB industries.
• Candidates with no experience can be considered for entry level position
• Good interpersonal/communication skills in understanding customer needs.
• Excellent problem-solving and communication skills.
• Shows initiative and can work independently.
• Ability to work overtime and travel at short notice (transport allowance benefit, overtime work is compensated).
• Fluent in English (both spoken and written).
• Professional Working Proficiency in Mandarin language due to interaction with Mandarin-speaking customers.