Carlos Chen
Customer Service Manager
Tainan City
Summary
Adept at escalation management and fostering cross-functional coordination, I significantly enhanced system reliability at KLA and improved customer satisfaction at TSMC through meticulous root cause analysis. Recognized for mentoring and leadership, my blend of technical expertise and interpersonal skills drives operational excellence and team efficiency.
Overview
9
9
years of professional experience
Work History
Cram School Teacher & Tutor
Cram School
01.2016 - 07.2018
- Developed strong relationships with parents, leading to increased involvement in their child''s education.
- Developed communicative relationships with students and parents to support learning.
EBO Process Engineer (Inspection)
TSMC
08.2019 - 02.2020
- Conducted root cause analysis to identify, prioritize and eliminate process losses.
- Designed and executed experiments to identify process improvements, leading to reduced costs and increased efficiency.
- Collaborated with cross-functional teams to improve product quality, resulting in increased customer satisfaction.
- Reduced production downtime by conducting thorough root cause analyses and implementing corrective actions.
Customer Service Engineer
KLA
04.2020 - 03.2023
- Implemented proactive maintenance plans for clients, reducing downtime and increasing overall system reliability.
Sr. Customer Service Engineer
KLA
03.2023 - Current
- Provided critical support during high-profile client engagements, earning recognition from senior leadership for outstanding performance under pressure.
- Mentored junior engineers, sharing best practices that contributed to improved team performance over time.
- Assisted in the creation of a comprehensive knowledge base, enhancing team efficiency and self-sufficiency when handling technical issues.
Education
Master of Science - Optoelectronics
NCKU
Tainan City, Taiwan 04.2001 -
Bachelor of Science - Physics
NCYU
Chiayi City, Taiwan 04.2001 -
Skills
Escalation management
Remote support
Hardware troubleshooting
Cross-functional coordination
Technical issues analysis
Timeline
Sr. Customer Service Engineer
KLA
03.2023 - Current
Customer Service Engineer
KLA
04.2020 - 03.2023
EBO Process Engineer (Inspection)
TSMC
08.2019 - 02.2020
Cram School Teacher & Tutor
Cram School
01.2016 - 07.2018
Master of Science - Optoelectronics
NCKU
04.2001 -
Bachelor of Science - Physics
NCYU
04.2001 -
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