Technical Support Agent addressing client inquiries and providing troubleshooting support. Working in a hybrid role, contributing to team knowledge and improving customer support experience.
About the role
- Customer Support Engineer supporting the SWIFT tool at KLA, ensuring customer satisfaction and maintaining operational quality of capital equipment at customer sites in Japan.
Responsibilities
- Support the SWIFT tool.
- Responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly complex capital equipment at customer sites.
- Be the face of our company, ensuring customer satisfaction with our service and maintaining the operational quality of system equipment.
- Coordinates actions with customers to minimize down time.
- Prepares fields service reports on customer support activity and provides documentation to other supporting functions on re-occurring problems.
- Contributes to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
- Provides assistance to other Field Service and Installation Engineers in resolving problems.
- Engages, communicates and works with the Product Support Organization on escalated technical matters.
Requirements
- Ability to understand and logically solve problems in software, electronics, optics, mechanical, electro-mechanical and/or electro-optical systems to address onsite customer problems within a cleanroom environment.
- Consistent record of engaging empathetically with customers, ensuring a positive experience, while fostering a collaborative environment to address their needs and concerns.
- Experience working on electronic systems within semiconductor, medical devices, defense, aerospace, or aviation industry is a plus.
- Proactive communication that facilitates seamless collaboration and addresses customer requirements effectively.
- Outstanding interpersonal communication, analytical and problem-solving skills.
- Experience working under pressure to meet deadlines.
- Drive to be hands-on and passionate about learning new things.
- Strong software management skills with Unix background is a plus.
- Native Level or proficient in Japanese (JLPT N1) and English language is required.
- Ability to read and understand procedures and technical documents in English, as well as be able to understand training conducted in English.
- Travel is required. (20 - 50% for the role)
Benefits
- competitive, family friendly total rewards package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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