Customer Support Engineer

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

Company Overview

Calling the adventurers ready to join a company that's pushing the limits of nanotechnology to keep the digital revolution rolling. At KLA, we're making technology advancements that are bigger and tinier than the world has
ever seen.

Who are we? We research, develop, and manufacture the world's most advanced inspection and measurement equipment for the semiconductor and nanoelectronics industries. We enable the digital age by pushing the boundaries of technology, creating tools capable of finding defects smaller than a wavelength of visible light. We create smarter processes so that technology leaders can manufacture high-performance chips the kind in that phone in your pocket, the tablet on your desk and nearly every electronic device you own faster and better. We're passionate about creating solutions that drive progress and help people do what wouldn't be possible without us.

The future is calling. Will you answer?

Group/Division

The Global Service Support Organization (GSS) team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Product Training, and Technical Support.  The GSS organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts. 

Responsibilities
 

PRIMARY PURPOSE: Primarily responsible for customer service activities associated with modifying, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.  Represents the company to the customer and assumes accountability for customer satisfaction with service.  Assures operational quality of system equipment.  Coordinates actions with customers to minimize down time.  Provides assistance to Installation Engineers in resolving problems.

RESPONSIBILITIES: Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.  Ensures equipment enhances customer production.  Repairs and modifies equipment at customer facility. Evaluates equipment to determine type and extend of problem.  Repairs involve board problems 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 problems are based on CSE's technical knowledge, education and training.  Board problems vs. system level problems are split 50/50.  In analyzing and diagnosing equipment problems, CSE's may access and determine problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions. Provides guidance and technical assistance to Installation Engineer on installations at
customer sites or on installing/dismantling demonstration machines.

Travels by car or airplane to customer facility.

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

Cross trains and assists other field service engineers as appropriate.

Prepares reports on customer support activity and provides documentation to engineering, marketing and sales on a re-occurring problems.  Makes recommendations  for improvements.

Independently prepares quotes for customers based on labor, travel expenses incurred and parts needed.  CSE's use discretion in preparing quotes based on reason for equipment failure, time to prepare, etc. 

Qualifications

KNOWLEDGE AND SKILL: Certification Level 3 - Proficiency in systems level repair of 1 or more products within a family is required.  Advanced electronics skills.  Ability to troubleshoot problems in software and electronic systems. Knowledge of optics and lasers,  computer theory and applicable operating system knowledge. Good mechanical and analytical skills.  Strong interpersonal/communication skills in understanding customer needs.  Ability to work under pressure and stringent timelines since failure of company equipment may shut down customer manufacturing area.  Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. 

EDUCATION AND EXPERIENCE: BSEE or BSET degree or equivalent work experience in supporting complex capital equipment for the semiconductor industry is required.  Must obtain KLA certification level 3 as well as ongoing certification. Requires re-certification every 18 months.
 

SUPERVISION REQUIRED: The nature of work requires that Customer Support Engineers work highly independently; only occasionally (approximately 20% of time) requiring guidance from management.  Customer Service Engineers are required to contact management on a daily basis (twice each day) to report activities.  Customer Support Engineers spend approximately 50% of time in office resolving equipment problems via phone and 50% of time at customer site.

Minimum Qualifications

Master's Level Degree or work experience of 0 years , Bachelor's Level Degree or work experience of 1 years

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.