Customer Support Engineer - Semiconductor Equipment

About the role

KLA, which makes inspection tools and metrology systems for electronics manufacturing, is hiring a Customer Support Engineer in Higashi-Hiroshima. The engineer supports the OMD tool and is formally trained at one of KLA's training centers in California, Singapore or Taiwan. The role sits in the Technical Product Support group, which delivers installation services and 24/7 technical support and parts delivery.

Key responsibilities

• Handle customer service activities for updating, troubleshooting, diagnosing and repairing complex capital equipment at customer sites.
• Act as the company's face, ensuring customer satisfaction and maintaining the operational quality of the 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 and work with the Product Support Organization on escalated technical issues.

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 and proficiency in English required; ability to read English 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.