📍 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
Experience Level: 0-2 years

🚀 Role Summary

Key Responsibilities: Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites. Ensure equipment enhances customer production. Repair and update equipment at customer facilities. Prepare service reports and quotes for customers. Assist other field service engineers and provide customer orientation and technical training on equipment maintenance support for user applications.

📝 Enhancement Note: This role requires strong technical problem-solving skills, customer service orientation, and the ability to work independently in a dynamic environment. Familiarity with semiconductor manufacturing equipment and processes is a plus.

💻 Primary Responsibilities

Technical Problem Solving: Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites. Repair and update equipment at customer facilities.
Documentation: Prepare service reports on customer support activity and provide documentation to other supporting functions on recurring problems. Prepare quotes for customers based on labor, travel expenses incurred, and parts needed.
Collaboration: Assist other field service engineers as appropriate. Provide guidance and technical assistance to installation engineers on installations at customer sites or on installing/dismantling demonstration machines.
Training: Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
Travel: Travel by car or commercial transportation to customer facilities.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and the ability to work under pressure. The ability to communicate effectively with customers and other technical team members is crucial.

🎓 Skills & Qualifications

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

Required Skills:

Technical problem-solving skills
Customer service orientation
Strong communication skills
Ability to work independently and in a team environment
Familiarity with semiconductor manufacturing equipment and processes (a plus)

Preferred Skills:

Experience with technical support or customer service roles
Knowledge of optics, image processing, and motion control
Ability to work in a dynamic and fast-paced environment

📝 Enhancement Note: While a degree in a relevant field is preferred, KLA values experience and transferable skills. Candidates with a strong technical background and relevant work experience are encouraged to apply.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or projects showcasing technical support or customer service experiences.
Highlight any experience with semiconductor manufacturing equipment or processes.
Showcase strong communication skills through customer testimonials or internal reports.

Technical Documentation:

Provide examples of service reports or quotes prepared for customers.
Demonstrate the ability to document recurring problems and provide solutions.

📝 Enhancement Note: As this role does not require a traditional web development portfolio, focus on demonstrating strong technical problem-solving skills, customer service orientation, and communication skills through relevant projects and experiences.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Guangzhou, China is approximately ¥180,000 - ¥250,000 per year (based on market research and industry standards for technical support roles with 0-2 years of experience).

Benefits:

Competitive, family-friendly total rewards package
Comprehensive benefits package, including health insurance and retirement plans
Opportunities for professional development and growth

Working Hours: Full-time position with standard working hours Monday through Friday, 9:00 AM to 6:00 PM (with overtime as needed). Flexible scheduling to accommodate customer needs.

📝 Enhancement Note: KLA offers a competitive salary and benefits package, reflecting the company's commitment to employee satisfaction and work-life balance. Salary ranges are based on market research and industry standards for technical support roles in the region.

🎯 Team & Company Context

🏢 Company Culture

Industry: Semiconductor manufacturing equipment and services.

Company Size: Large, global organization with over 15,000 employees worldwide.

Founded: 1975, with a rich history of innovation and industry leadership.

Team Structure:

The KLA Services team is a global organization responsible for maintaining the high performance and productivity of KLA's products through a flexible portfolio of services.
The team consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.
The Customer Support Engineer role reports directly to the Field Operations team.

Development Methodology:

KLA follows a structured problem-solving approach to address technical issues and ensure customer satisfaction.
The company emphasizes continuous learning and improvement, with regular training and development opportunities for employees.

Company Website: KLA Corporation

📝 Enhancement Note: KLA's culture emphasizes innovation, collaboration, and customer focus. The company values employees who are passionate about solving complex problems and committed to delivering exceptional customer service.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-level to mid-level technical support role, with opportunities for growth and development within the KLA Services organization.

Reporting Structure: The Customer Support Engineer reports directly to the Field Operations team and works closely with other technical team members, as well as customers and internal stakeholders.

Technical Impact: This role has a direct impact on customer satisfaction and equipment performance. By providing exceptional technical support and troubleshooting, Customer Support Engineers help ensure that KLA's products meet or exceed customer expectations.

Growth Opportunities:

Technical Specialization: Develop expertise in specific KLA products or technologies, leading to advanced technical roles within the organization.
Team Leadership: Demonstrate strong leadership skills and take on supervisory or management responsibilities within the Field Operations team.
Cross-functional Collaboration: Work closely with other teams, such as Engineering or Product Training, to drive continuous improvement and innovation in KLA's service offerings.

📝 Enhancement Note: KLA offers a clear career path for technical support professionals, with opportunities for growth and development based on individual performance and contributions to the organization.

🌐 Work Environment

Office Type: KLA's offices are modern and well-equipped, with a collaborative work environment that fosters innovation and teamwork.

Office Location(s): Guangzhou, China, with opportunities for travel to customer sites and other KLA offices worldwide.

Workspace Context:

Collaboration: Work closely with other technical team members, customers, and internal stakeholders to address technical issues and ensure customer satisfaction.
Tools & Equipment: Utilize KLA's proprietary tools and equipment, as well as standard office tools and software, to diagnose and troubleshoot technical problems.
Travel: Travel by car or commercial transportation to customer facilities, as needed.

Work Schedule: Full-time position with standard working hours Monday through Friday, 9:00 AM to 6:00 PM (with overtime as needed). Flexible scheduling to accommodate customer needs.

📝 Enhancement Note: KLA's work environment is dynamic and fast-paced, with a strong focus on customer satisfaction and technical excellence. The company values employees who are adaptable, resourceful, and committed to delivering exceptional results.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to discuss the role, qualifications, and expectations.
Technical Assessment: A hands-on assessment or case study to evaluate problem-solving skills and technical knowledge.
Behavioral Interview: A structured interview focusing on past experiences and behavioral examples related to technical support, customer service, and problem-solving.
Final Interview: A meeting with the hiring manager or a panel of KLA team members to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight relevant projects or case studies demonstrating strong technical problem-solving skills, customer service orientation, and communication skills.
Showcase any experience with semiconductor manufacturing equipment or processes.
Emphasize the ability to work independently and in a team environment.

Technical Challenge Preparation:

Brush up on technical knowledge related to semiconductor manufacturing equipment and processes.
Practice problem-solving skills through hands-on exercises or case studies.
Prepare examples of customer service experiences and how they were resolved.

ATS Keywords: Technical Support, Troubleshooting, Customer Service, Field Operations, Equipment Maintenance, Process Evaluation, Documentation, Training, Collaboration, Problem Solving, Optics, Image Processing, Motion Control, Safety Compliance, Service Management, Communication.

📝 Enhancement Note: KLA's interview process is designed to assess technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experiences and accomplishments in detail and provide specific examples of how they have addressed technical challenges and provided exceptional customer service.

🛠 Technology Stack & Web Infrastructure

As this role is focused on technical support and customer service for semiconductor manufacturing equipment, the technology stack and web infrastructure are not the primary focus. However, familiarity with the following technologies and tools is beneficial:

Semiconductor Manufacturing Equipment:

KLA's proprietary equipment and tools
Other industry-standard equipment and software

Troubleshooting Tools:

Diagnostic software and tools specific to KLA's equipment
General-purpose troubleshooting tools (e.g., multimeters, oscilloscopes)

Documentation & Collaboration Tools:

Microsoft Office Suite (Word, Excel, PowerPoint)
Customer Relationship Management (CRM) software (e.g., Salesforce, Microsoft Dynamics)
Project management and collaboration tools (e.g., JIRA, Confluence)

📝 Enhancement Note: While the technology stack and web infrastructure are not the primary focus of this role, familiarity with KLA's proprietary equipment and tools, as well as industry-standard equipment and software, is essential for success in this position.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Prioritize customer satisfaction and ensure that KLA's products meet or exceed customer expectations.
Innovation: Continuously seek new and better ways to address technical challenges and improve customer service.
Collaboration: Work closely with other technical team members, customers, and internal stakeholders to drive exceptional results.
Integrity: Uphold the highest ethical standards and maintain a strong commitment to honesty and transparency.

Collaboration Style:

Cross-functional Teamwork: Work closely with other teams, such as Engineering or Product Training, to drive continuous improvement and innovation in KLA's service offerings.
Knowledge Sharing: Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Mentoring: Provide guidance and technical assistance to other team members, as needed.

📝 Enhancement Note: KLA's culture emphasizes innovation, collaboration, and customer focus. The company values employees who are passionate about solving complex problems and committed to delivering exceptional customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Equipment Malfunctions: Troubleshoot and resolve technical issues with KLA's proprietary equipment and tools.
Customer Expectations: Meet or exceed customer expectations for equipment performance and service quality.
Process Improvement: Identify and implement opportunities for continuous improvement in KLA's service offerings.

Learning & Development Opportunities:

Technical Training: Participate in regular training and development opportunities to enhance technical skills and knowledge.
On-the-Job Experience: Gain hands-on experience working with KLA's proprietary equipment and tools, as well as industry-standard equipment and software.
Career Progression: Demonstrate strong performance and take on increased responsibilities within the KLA Services organization.

📝 Enhancement Note: KLA offers a dynamic and challenging work environment, with opportunities for growth and development based on individual performance and contributions to the organization.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Prepare for hands-on assessments or case studies that evaluate problem-solving skills and technical knowledge.
Equipment Familiarization: Brush up on KLA's proprietary equipment and tools, as well as industry-standard equipment and software.
Customer Service Scenarios: Prepare for behavioral interviews that focus on past experiences and behavioral examples related to technical support, customer service, and problem-solving.

Company & Culture Questions:

Company History: Research KLA's history, mission, and values to demonstrate a strong understanding of the organization.
Industry Trends: Stay up-to-date on industry trends and developments in semiconductor manufacturing equipment and services.
Customer Needs: Understand the unique needs and challenges of KLA's customers and how the company's products and services address those needs.

Portfolio Presentation Strategy:

Storytelling: Use storytelling techniques to highlight relevant projects or case studies that demonstrate strong technical problem-solving skills, customer service orientation, and communication skills.
Visual Aids: Utilize visual aids, such as diagrams or flowcharts, to illustrate complex technical concepts or processes.
Practice: Rehearse the portfolio presentation multiple times to ensure a smooth and confident delivery.

📝 Enhancement Note: KLA's interview process is designed to assess technical skills, problem-solving abilities, and cultural fit. Candidates should be prepared to discuss their experiences and accomplishments in detail and provide specific examples of how they have addressed technical challenges and provided exceptional customer service.

📌 Application Steps

To apply for this Customer Support Engineer position at KLA:

Submit Application: Visit the KLA Careers website and search for the "Customer Support Engineer" role in Guangzhou, China. Follow the application instructions to submit your resume and any relevant portfolio materials.
Prepare Portfolio: Highlight relevant projects or case studies demonstrating strong technical problem-solving skills, customer service orientation, and communication skills. Include any experience with semiconductor manufacturing equipment or processes.
Research KLA: Familiarize yourself with KLA's history, mission, values, and industry leadership. Understand the unique needs and challenges of KLA's customers and how the company's products and services address those needs.
Prepare for Interviews: Brush up on technical knowledge related to semiconductor manufacturing equipment and processes. Practice problem-solving skills through hands-on exercises or case studies. Prepare examples of customer service experiences and how they were resolved. Rehearse the portfolio presentation multiple times to ensure a smooth and confident delivery.
Follow Up: After submitting your application, follow up with the KLA HR team to confirm receipt and inquire about the next steps in the interview process.

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

Customer Support Engineer