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

At KLA each employee contributes to the advancement of humanity and technology through our industry leading tools and solutions!

A Customer Support Engineer at KLA is primarily responsible for customer service activities associated with installation, troubleshooting, diagnosing, and repairing of capital equipment at customer sites.

This is an excellent opportunity for a recent engineering Graduate to start their career or an experienced Engineer to progress their career in a technically challenging environment!

Key responsibilities:

·       Responsible for customer service activities associated with installation, troubleshooting, diagnosing and repairing of capital equipment at customer sites.

·       Represents the company to the customer and assumes accountability for customer satisfaction with service.

·       Repairing of system level problems (which have multiple causes and for which no standard procedures exist)

·       Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.

·       Assures operational quality of system equipment.

·       Coordinates actions with customers to minimize down time.

·       Prepares quotes for customers based on labour, travel expenses incurred and parts needed.

·       There will be between 70% to 80% travel in this role to customers site.

Skills and experience

·       Experience with troubleshooting techniques in repairing complex and sophisticated tools.

·       Well-able to read and interpret electronic/electro-mechanical schematics and drawings.

·       Ability to address overall system issues (hardware, software, networking, automation, applications); ability to drive customer improvement programs, change order programs.

·       Understanding of customer application/utilization of assigned equipment set in production environment desirable.

·       Excellent analytical problem-solving skills

·       Creative thinking approach to deal with customer challenges and needs

·       Fluent English (Both written and spoken)

·       A valid driving license is required for the country you will be working in

Minimum Qualifications

Bachelor’s level Degree in Engineering, Electronics, Electrical Engineering and 2 years of related work experience or 5 years industry working experience

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.