Customer Service Engineer
KLA Corporation
- Hsinchu City
- Permanent
- Full-time
- Job Description
- Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
- Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
- Represents the company to the customer and assume accountability for customer happiness with service.
- Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
- Provides assistance to Installation Engineer in resolving problems.
- Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
- Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
- Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
- Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
- Drives technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.