Customer Support Engineer - OMD Tool

About the role

KLA, which makes inspection tools and metrology systems for electronics manufacturing, is hiring a Customer Support Engineer in Higashi-Hiroshima to support its OMD tool. The engineer supports customer service activities such as updating, troubleshooting, diagnosing and repairing complex capital equipment at customer sites, and is formally trained at one of KLA's training centers in California, Singapore or Taiwan.

Key responsibilities

• Handle customer service activities for updating, troubleshooting, diagnosing and repairing highly complex capital equipment at customer sites
• Act as the company's face, ensuring customer satisfaction and maintaining the operational quality of system equipment
• Coordinate with customers to minimize downtime
• Prepare field service reports on support activity and document recurring problems for other functions
• Help capture, reuse and improve knowledge using available systems
• Assist Field Service and Installation Engineers in resolving problems
• Work with the Product Support Organization on escalated technical matters

Required profile

• Technical college degree in engineering, electronics, physics or material science, or 3+ years of semiconductor, automotive or medical equipment service support experience
• Native-level Japanese (JLPT N1) and English required; ability to read English procedures and technical documents and follow English-language training
• Willingness to travel less than 20%
• Experience with electronic systems in semiconductor, medical devices, defense, aerospace or aviation is a plus

Required skills

• Problem-solving in software, electronics, optics, mechanical, electro-mechanical and electro-optical systems in a cleanroom environment
• Strong software management skills with a Unix background (a plus)
• Proactive communication and strong interpersonal and analytical skills