Technical 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

The CAPRES Technical Support Engineer (TSE) will interface with global teams of the KLA Services Organization and the Engineering team and Customers in all business sectors to maintain the high performance and availability of our products. The TSE is responsible for facilitating technical solutions in a timely manner by responding to requests and performing problem diagnosis and resolutions of complex problems withing optics, laser alignment, motion control, robotics and handlers. 

The TSE plays an important role in researching problems, providing resolution plan of actions (POA) using and developing structured methodology for troubleshooting and resolutions, hosting service alert meetings (SAM), contributing to assigned projects and supporting our customers to identify and implement solutions to complex Hardware and Software problems by following defined Best-Known Method (BKM) practices and policies. 

CAPRES Tech Support Engineer (TSE) independently responds to issues where first-line product support has been unable to correct problems in malfunctioning equipment

The main job focus is as follows:

• Acting as Tool Specialist to provide Field Service organization with technical product knowledge and on-site support. Perform root cause analysis, Develop POA and resolution. Respond to first level service request and determine an appropriate troubleshooting method to quickly recover equipment functionality.
• Technical lead on complex systems issues. Troubleshoot complex problems and determine remedial actions required to bring the customer equipment back to production. If the depth of technical understanding requires, consults with System Engineering and Software Engineering teams in Denmark, and hosts meetings with multiple teams to discuss the technical issues and determine the best course of action to resolve the problem.
• For tool escalations ensure a suitable POA is developed and if needed verify the POA on the Engineering tools in Denmark before providing it to the local team for implementation. When required provide onsite support to guide local team ensuring a swift resolution of the identified issue, lead the continued support and follow-up for all assigned POA activities.
• Work on highly complex problems requiring in-depth system knowledge and understanding of operating principles.
• Clearly document troubleshooting processes, technical findings, and postmortem analysis to generate 7-steps documentation.

Qualifications

Bachelor’s degree with a minimum of 5+ years of demonstrated experience or equivalent combination of education and experience in engineering applications.

• Act independently both during day-to-day work and at customer sites mainly in Europe but also globally. Drive work to resolution, including structured troubleshooting and technical resolution documentation
• Knowledge within Mechanical-Electronics-Electrical-Laser interface diagnostics and troubleshooting
• Understanding complex electro/mechanical assemblies, including stage and robot alignment and teaching
• Advanced technical troubleshooting and resolution documentation to bring the tool back to production
• Ability to quickly diagnose problems through analysis of inspection-reports, system log-files, system parametric diagnostic data and other test results
• Understanding of physics and magnetism and experience with metrology systems
• No restrictions on traveling worldwide

Plus, with experience in below,

• Project management, customer relations, driving global multi-disciplined teams to resolve complex technical issues
• 4 Point Probe Sheet Resistance and Hall Metrology
• Magneto-Optical Kerr Effect (MOKE)
• Familiarity with the semiconductor industry and/or cleanroom experience

Successful applicants will be formally trained in Denmark and the US to obtain the required product knowledge and the KLA Services processes and Best-Known Methods (BKMs).

Minimum Qualifications

Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 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.