Customer Support Engineer at KLA

📍 Job Overview

Job Title: Customer Support Engineer
Company: KLA
Location: China (Remote)
Job Type: Full-Time
Category: Technical Support & Customer Service
Date Posted: 2025-06-18

🚀 Role Summary

Key Responsibilities: Troubleshoot technical equipment problems, repair and update equipment, prepare service reports, assist other engineers, and conduct customer training.
Key Skills: Technical Support, Troubleshooting, Customer Service, Field Operations, Equipment Maintenance, Process Evaluation, Documentation, Training, Collaboration, Problem Solving, Safety Management, Communication, Repair, Installation, Analysis, Knowledge Management.

💻 Primary Responsibilities

🔧 Equipment Maintenance & Troubleshooting

Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer site.
Repair and update equipment at customer facility.
Handle system-level problems with multiple causes and no standard procedures.
Access and determine problems existing in customers' processes, such as chemical leaks or contamination.

📝 Enhancement Note: This role requires a strong technical background and the ability to handle complex system-level problems, as well as the capacity to work independently and make critical decisions in the field.

📝 Documentation & Reporting

Prepare field service reports on customer support activity and provide documentation to other supporting functions.
Document re-occurring problems and contribute to knowledge management systems.

💰 Quoting & Billing

Prepare quotes for customers based on labor, travel expenses incurred, and parts needed.
Use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc.

🤝 Collaboration & Assistance

Assist other field service engineers as appropriate.
Provide guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.

🎓 Training & Orientation

Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.

🛫 Travel & Mobility

Travel by car or commercial transportation to customer facility.

🧠 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 2 years of related work experience.

Experience: 0-2 years of related work experience.

Required Skills:

Technical troubleshooting and problem-solving skills.
Strong communication and interpersonal skills.
Ability to work independently and in a team environment.
Knowledge of semiconductor manufacturing equipment and processes.
Proficiency in using technical documentation and knowledge management systems.

Preferred Skills:

Experience in a customer-facing role.
Familiarity with safety management procedures.
Ability to speak and write in English.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate problem-solving skills through case studies or projects showcasing equipment troubleshooting and repair.
Highlight any experience with semiconductor manufacturing equipment and processes.
Showcase customer service and communication skills through testimonials or performance reviews.

Technical Documentation:

Provide examples of service reports, quotes, or other relevant documentation.
Demonstrate proficiency in using knowledge management systems and contributing to collaborative platforms.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, based on industry standards for a Customer Support Engineer role in China, the estimated salary range is ¥250,000 - ¥350,000 per year.

Benefits:

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

Working Hours: The typical workweek is 40 hours, with the possibility of overtime or on-call duties to support customer needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's qualifications and experience. Benefits and working hours are subject to change and should be confirmed with the hiring organization.

🎯 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 15,000 employees worldwide. This role is part of the KLA Services team, which consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.

Founded: KLA was founded in 1975 and has since grown to become a publicly-traded company on the NASDAQ stock exchange.

Team Structure:

The KLA Services team is organized into regional and functional teams, with the Customer Support Engineer reporting to the Field Operations Manager.
The role works closely with other field service engineers, installation engineers, and technical support teams.

Development Methodology:

KLA uses a structured problem-solving approach to troubleshooting and repair, with a focus on root cause analysis and continuous improvement.
The company encourages collaboration and knowledge sharing among its employees.

Company Website: KLA Corporation

📝 Enhancement Note: KLA's large global presence and diverse range of products and services offer opportunities for career growth and development within the company. The company's focus on innovation and continuous improvement creates a dynamic work environment for its employees.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level to mid-level position within the technical support and customer service field. It offers opportunities for career growth and development within the KLA Services team and the broader organization.

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: This role has a direct impact on customer satisfaction and equipment uptime, contributing to the overall success of KLA's products and services.

Growth Opportunities:

Career Progression: With experience and demonstrated success, there are opportunities for advancement within the KLA Services team, such as Field Operations Manager or Technical Support Manager roles.
Technical Skill Development: The role offers opportunities to develop technical skills in semiconductor manufacturing equipment and processes, as well as customer service and communication skills.
Leadership Potential: As the role involves working with and supporting other engineers and teams, there are opportunities to develop leadership skills and take on more responsibilities over time.

📝 Enhancement Note: KLA's large global presence and diverse range of products and services offer numerous opportunities for career growth and development within the company. The company's focus on innovation and continuous improvement creates a dynamic work environment for its employees.

🌐 Work Environment

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

Office Location(s): This role is based in China and can be performed remotely.

Workspace Context:

Collaboration: The role involves working closely with other engineers and teams, both in person and remotely, to troubleshoot and resolve customer issues.
Tools & Equipment: KLA provides its employees with the necessary tools and equipment to perform their jobs effectively, including laptops, smartphones, and specialized diagnostic equipment.
Work-Life Balance: KLA offers a competitive, family-friendly total rewards package, including flexible work arrangements and opportunities for professional development.

Work Schedule: The typical workweek is 40 hours, with the possibility of overtime or on-call duties to support customer needs. The role may require travel to customer sites, as well as occasional weekend or evening work.

📝 Enhancement Note: KLA's remote work arrangement offers flexibility and convenience for employees, allowing them to balance their work and personal lives more effectively.

📄 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 and troubleshooting skills.
Behavioral Interview: A structured interview to assess communication, interpersonal, and customer service skills.
Final Interview: A meeting with the hiring manager or other key stakeholders to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips:

Highlight any experience with semiconductor manufacturing equipment and processes.
Showcase problem-solving skills through case studies or projects.
Demonstrate customer service and communication skills through testimonials or performance reviews.

Technical Challenge Preparation:

Brush up on technical troubleshooting and problem-solving skills.
Familiarize yourself with KLA's products and services.
Prepare for behavioral interview questions by reflecting on past experiences and accomplishments.

ATS Keywords: Technical Support, Troubleshooting, Customer Service, Field Operations, Equipment Maintenance, Process Evaluation, Documentation, Training, Collaboration, Problem Solving, Safety Management, Communication, Repair, Installation, Analysis, Knowledge Management, Semiconductor Manufacturing, Customer Satisfaction, Equipment Uptime, Root Cause Analysis, Continuous Improvement.

📝 Enhancement Note: The interview process for this role is designed to evaluate the candidate's technical skills, problem-solving abilities, and customer service orientation. The technical assessment and behavioral interview are particularly important for assessing the candidate's fit for the role and the company culture.

🛠 Technology Stack & Web Infrastructure

Diagnostic Tools: KLA provides its employees with specialized diagnostic tools and equipment to troubleshoot and repair customer issues.

Knowledge Management Systems: KLA uses knowledge management systems to capture, re-use, collaborate, and improve knowledge and best practices.

Communication Tools: KLA uses various communication tools, including email, instant messaging, and video conferencing, to facilitate collaboration and communication among its employees.

📝 Enhancement Note: The technology stack and web infrastructure for this role are focused on enabling effective troubleshooting, repair, and customer support. The company provides its employees with the necessary tools and equipment to perform their jobs effectively.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: KLA places a strong emphasis on customer satisfaction and equipment uptime.
Responsiveness: KLA values prompt and effective communication and response to customer issues and concerns.
Collaboration: KLA encourages collaboration and teamwork among its employees to achieve common goals.
Continuous Improvement: KLA is committed to continuous improvement in its products, services, and processes.

Collaboration Style:

Cross-Functional Collaboration: The role involves working closely with other engineers and teams, both in person and remotely, to troubleshoot and resolve customer issues.
Knowledge Sharing: KLA encourages knowledge sharing and collaboration among its employees to improve overall performance and customer satisfaction.
Regular Check-ins: KLA conducts regular check-ins and performance reviews to ensure that employees are meeting expectations and have the resources and support they need to succeed.

📝 Enhancement Note: KLA's customer-focused culture and commitment to continuous improvement create a dynamic work environment that encourages collaboration, innovation, and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Equipment: The role involves working with complex semiconductor manufacturing equipment, which can present unique challenges and learning opportunities.
Customer Expectations: KLA's customers have high expectations for equipment performance and customer support, which can be challenging to meet consistently.
Continuous Learning: The role requires continuous learning and adaptation to new technologies, processes, and customer needs.

Learning & Development Opportunities:

On-the-Job Training: KLA provides on-the-job training and mentoring to help employees develop their skills and advance their careers.
Conferences & Workshops: KLA encourages employees to attend industry conferences and workshops to stay up-to-date with the latest trends and best practices in semiconductor manufacturing and customer support.
Leadership Development: KLA offers leadership development programs to help employees prepare for management and leadership roles within the organization.

📝 Enhancement Note: KLA's commitment to continuous improvement and employee development creates numerous opportunities for growth and advancement within the company. The role's technical challenges and learning opportunities provide a strong foundation for a successful career in the semiconductor manufacturing industry.

💡 Interview Preparation

Technical Questions:

Equipment Troubleshooting: Be prepared to discuss your experience with equipment troubleshooting and repair, as well as your approach to root cause analysis and problem-solving.
Customer Service: Be prepared to discuss your experience with customer service and communication, as well as your approach to handling difficult customers and resolving conflicts.
Process Evaluation: Be prepared to discuss your experience with process evaluation and improvement, as well as your ability to identify and address inefficiencies and bottlenecks.

Company & Culture Questions:

Company Knowledge: Demonstrate your understanding of KLA's products, services, and company culture by researching the company and preparing thoughtful questions to ask during the interview.
Alignment with Company Values: Show how your personal values and work style align with KLA's customer-focused culture and commitment to continuous improvement.
Career Goals: Be prepared to discuss your short- and long-term career goals, as well as your plans for professional development and growth within the company.

Portfolio Presentation Strategy:

Case Studies: Prepare case studies or projects that showcase your problem-solving skills, customer service orientation, and ability to work effectively with customers and teams.
Testimonials: Include testimonials or performance reviews that highlight your strengths and accomplishments in customer service and technical support.
Presentation Skills: Practice your presentation skills and be prepared to deliver a clear, concise, and engaging presentation that showcases your qualifications and fit for the role.