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The future is ours to create. Whether it’s a driverless car, VR experience, or factory robotics, we help turn theory into possibility. We help create technological devices and ideas that transform our future and shape our current life. We’re looking for Customer Service Engineers who contributes the support and provide unique customer value in the global electronics ecosystem. You will be able to learn the advanced mechatronic engineering and collaborate with leading customers across the globe, our expert teams of physicists, engineers, and problem-solvers design solutions that move the world forward.

Roles and Responsibilities

• 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.

• Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.

• Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

*Please visit and apply on our career website: https://kla.wd1.myworkdayjobs.com/zh-TW/Taiwan/job/Hsinchu-Taiwan/Customer-Service-Engineer-Hsinchu_2102329