Customer Support Engineer

📍 Job Overview

• Job Title: Customer Support Engineer
• Company: KLA
• Location: Guangzhou, Guangdong, China
• Job Type: On-site, Full-time
• Category: Technical Support & Customer Service
• Date Posted: June 19, 2025

🚀 Role Summary

• Key Responsibilities: Troubleshoot technical equipment problems, repair and update equipment, analyze customer processes, prepare service reports, and provide customer training.
• Key Skills: Technical support, troubleshooting, customer service, field operations, equipment maintenance, process evaluation, documentation, training, collaboration, problem-solving, safety compliance, communication, repair, installation, quote preparation, and knowledge management.

📝 Enhancement Note: This role requires a strong technical background and the ability to handle complex system-level problems, as well as excellent customer service skills and the ability to work independently.

💻 Primary Responsibilities

• Troubleshooting & Repair: Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer site. Repair and update equipment at customer facility.
• Process Analysis: Access and determine problems existing in customers' processes, such as chemical leaks or contamination, and recommend shutdown of customer fab due to unsafe conditions.
• Documentation: Prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
• Quote Preparation: Prepare quotes for customers based on labor, travel expenses incurred, and parts needed.
• Collaboration & Training: Assist other field service engineers and provide guidance and technical assistance to installation engineers. Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Knowledge Management: Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.

🎓 Skills & Qualifications

Education: Master's Level Degree or Bachelor's Level Degree with 3 years of work experience.

Required Skills:

• Proven experience in technical support or a related field.
• Strong troubleshooting skills and the ability to handle complex system-level problems.
• Excellent customer service skills and the ability to work independently.
• Knowledge of equipment maintenance and repair procedures.
• Ability to analyze and evaluate customer processes.
• Strong documentation and report writing skills.
• Excellent communication and training skills.
• Ability to work in a collaborative environment and contribute to knowledge management systems.

Preferred Skills:

• Experience with semiconductor manufacturing equipment.
• Knowledge of safety compliance procedures.
• Ability to speak and write Chinese (Mandarin) fluently.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 350,000 - 450,000 RMB per year, based on market research and industry standards for technical support roles in Guangzhou, China.

Benefits:

• Competitive, family-friendly total rewards package.
• Comprehensive benefits that meet the diverse needs of employees.
• KLA is proud to be an equal opportunity employer.

Working Hours: 40 hours per week, with the possibility of overtime during peak periods.

🎯 Team & Company Context

🏢 Company Culture

Industry: KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using their technologies.

Company Size: KLA has a large global presence, with over 16,000 employees worldwide. This provides opportunities for career growth and development within the organization.

Founded: KLA was founded in 1975 and has since grown to become a leading provider of process control and yield management solutions for the semiconductor and related industries.

Team Structure: The KLA Services team consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The team works together to maintain the high performance and productivity of KLA's products through a flexible portfolio of services.

Development Methodology: KLA follows a structured approach to technical support and equipment maintenance, with a focus on continuous improvement and knowledge management.

Company Website: KLA's Website

📝 Enhancement Note: KLA's focus on innovation and investment in R&D provides opportunities for technical growth and development within the organization.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level technical support position, requiring a strong technical background and the ability to handle complex system-level problems.

Reporting Structure: The Customer Support Engineer reports directly to the Field Operations Manager and works closely with other field service engineers, installation engineers, and technical support teams.

Technical Impact: The Customer Support Engineer has a direct impact on customer production and equipment performance, as well as the ability to influence customer processes and safety compliance.

Growth Opportunities:

• Technical Growth: Opportunities for technical skill development and specialization in semiconductor manufacturing equipment.
• Leadership Development: Opportunities for technical leadership roles within the organization, such as Senior Field Service Engineer or Technical Support Manager.
• Career Progression: Opportunities for career progression within the KLA Services organization or other business sectors within KLA.

📝 Enhancement Note: KLA's large global presence and focus on innovation provide opportunities for career growth and development within the organization.

🌐 Work Environment

Office Type: KLA's office in Guangzhou is a modern, collaborative workspace designed to support the needs of its employees.

Office Location(s): KLA's office in Guangzhou is located in the Tianhe district, with easy access to public transportation and amenities.

Workspace Context:

• Collaborative Environment: The office features open-plan workspaces, meeting rooms, and breakout areas designed to encourage collaboration and communication between team members.
• Technical Infrastructure: The office is equipped with the latest technology and tools required to support the needs of the technical support team.
• Work-Life Balance: KLA offers a flexible work-life balance, with opportunities for remote work and flexible working hours.

Work Schedule: The standard work schedule is Monday to Friday, 9:00 AM to 6:00 PM, with the possibility of overtime during peak periods.

📝 Enhancement Note: KLA's focus on employee well-being and work-life balance creates a positive work environment for employees.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone call to assess communication skills and basic technical knowledge.
2. Technical Interview: A detailed technical interview to assess troubleshooting skills, equipment maintenance knowledge, and problem-solving abilities.
3. Behavioral Interview: An interview to assess customer service skills, teamwork, and adaptability.
4. Final Interview: A final interview with the hiring manager to discuss career goals, expectations, and company culture fit.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

• Brush up on troubleshooting skills and equipment maintenance procedures.
• Familiarize yourself with semiconductor manufacturing equipment and processes.
• Prepare examples of how you have handled complex system-level problems in the past.

ATS Keywords: (Relevant keywords for this role include: Technical Support, Troubleshooting, Customer Service, Field Operations, Equipment Maintenance, Process Evaluation, Documentation, Training, Collaboration, Problem Solving, Safety Compliance, Communication, Repair, Installation, Quote Preparation, Knowledge Management)

📝 Enhancement Note: KLA's structured interview process allows candidates to demonstrate their technical skills and cultural fit for the organization.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values: (N/A for this role)

Collaboration Style:

• Cross-Functional Integration: The Customer Support Engineer works closely with other field service engineers, installation engineers, and technical support teams to ensure customer satisfaction and equipment performance.
• Code Review Culture: KLA encourages a culture of continuous improvement and knowledge sharing, with a focus on capturing, re-using, collaborating, and improving knowledge using available systems.
• Peer Programming Practices: The Customer Support Engineer works closely with other team members to troubleshoot complex problems and share best practices.

📝 Enhancement Note: KLA's collaborative culture and focus on knowledge management create an environment where team members can learn from each other and continuously improve their skills.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex System-Level Problems: The Customer Support Engineer must be able to handle complex system-level problems with no standard procedures, using their technical knowledge, education, training, and certification.
• Customer Process Analysis: The Customer Support Engineer must be able to analyze and evaluate customer processes, such as chemical leaks or contamination, and recommend shutdown of customer fab due to unsafe conditions.
• Safety Compliance: The Customer Support Engineer must be aware of safety compliance procedures and ensure that customer processes are safe and compliant with relevant regulations.

Learning & Development Opportunities:

• Technical Skill Development: Opportunities for technical skill development and specialization in semiconductor manufacturing equipment.
• Conference Attendance: KLA encourages employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in the semiconductor manufacturing industry.
• Certification Programs: KLA offers certification programs to help employees develop their technical skills and advance their careers within the organization.

📝 Enhancement Note: KLA's focus on continuous improvement and knowledge management provides opportunities for technical growth and development within the organization.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Prepare for detailed technical questions about troubleshooting complex system-level problems and equipment maintenance procedures.
• Process Analysis: Prepare for questions about analyzing and evaluating customer processes, such as chemical leaks or contamination.
• Safety Compliance: Prepare for questions about safety compliance procedures and ensuring customer processes are safe and compliant with relevant regulations.

Company & Culture Questions:

• Company Culture: Research KLA's company culture and values, and be prepared to discuss how you align with them.
• Career Goals: Prepare to discuss your career goals and how this role fits into your long-term plans.
• Problem-Solving: Prepare to discuss your problem-solving skills and how you have handled complex system-level problems in the past.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: KLA's structured interview process allows candidates to demonstrate their technical skills and cultural fit for the organization.

📌 Application Steps

To apply for this technical support position:

1. Submit your application through the KLA careers website.
2. Prepare for the phone screen and technical interview by brushing up on your troubleshooting skills and equipment maintenance procedures.
3. Research KLA's company culture and values, and be prepared to discuss how you align with them.
4. Prepare for the behavioral interview by reflecting on your customer service skills, teamwork, and adaptability.
5. Prepare for the final interview by thinking about your career goals and expectations for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.