Company Overview
Group/Division
Job Description/Preferred Qualifications
The Customer Support Engineer (CSE) is primarily responsible for repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites, in accordance with documented procedures, Technical Support instructions, and established industry practices. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems. The CSE is responsible for managing their parts inventory along with their related administrative work.
Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
Ensure equipment enhances customer production.
Repair and modify equipment at customer facility.
Evaluate equipment to determine type and extend of problem. Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
Repair of system level issues are based on CSEs technical knowledge, education, and training.
CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
Cross train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Minimum Qualifications
High School diploma with at least 1-3 years of relevant work experience
Excellent oral and written communications skills
Motivated, dedicated and dependable
Team performer and willing to travel
Must maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team
Requires good troubleshooting skills
We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.
KLA is proud to be an equal opportunity employer
Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [email protected] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.
Skills Required
- High school diploma with 1-3 years relevant experience
- Excellent oral and written communication skills
- Strong troubleshooting skills including board-level and system-level diagnostics
- Ability to work independently and maintain working relationships with customers and internal teams
- Willingness to travel and spend at least 50% of time at customer sites or cleanroom factory environments
- Motivated, dependable team player
KLA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about KLA and has not been reviewed or approved by KLA.
-
Retirement Support — Retirement offerings include a 401(k) plan with company matching and financial planning support. Student debt assistance and related financial benefits reinforce long-term savings and security.
-
Equity Value & Accessibility — Ownership programs include an Employee Stock Purchase Plan and broad-based RSU participation that extend equity beyond a narrow group. These elements complement competitive pay and bonuses to strengthen total rewards.
-
Leave & Time Off Breadth — Time-off programs span paid time off, paid company holidays, and paid volunteer time. Family care and bonding leave and back-up care services add flexibility during life events.
KLA Insights
What We Do
KLA develops industry-leading equipment and services that enable innovation throughout the electronics industry. We provide advanced process control and process-enabling solutions for manufacturing wafers and reticles. In close collaboration with leading customers across the globe, our expert teams of physicists, engineers, data scientists and problem-solvers design solutions that move the world forward.
