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

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

This is an excellent opportunity for an experienced Engineer to progress their career in a technically challenging environment!

Key responsibilities:

·       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 and other CSE's in resolving problems. May perform duties associated with Technical Support Engineer.

·       Repairing of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification.

·       CSE may access and resolve problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions.

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

Skills and experience

·       5 years  of experience with troubleshooting techniques in repairing complex and sophisticated tools. Ideally optic, electricity or automation

·       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

·       Excellent oral and written communication skills, 80% in english

·       Team performer and ability to maintain excellent working relationship with customers and colleagues

Minimum Qualifications

·       Languages: Fluent English (Both written and spoken)

·       Bachelor’s level Degree in Engineering, Electronics, Electrical Engineering and 5 years industry working experience

· Willingness to travel at least 30% of the time

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

·   Field service or equipment related experience on Semiconductor capital equipment is a plus.

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.