Technical Support Engineer (f/m/d)

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

Technical Support Engineers (TSEs) play a crucial role in addressing ongoing technical issues with KLA equipment that field product support teams are unable to resolve. This position requires in-depth system knowledge and a solid understanding of operating principles to tackle challenging problems. TSEs exercise judgment within broadly defined practices and policies to select methods and techniques for achieving results. Collaboration with specialists and other teams is essential to develop optimized action plans, resolve technical issues, and restore equipment functionality to customer satisfaction. Additionally, TSEs document troubleshooting processes and technical findings to generate service reports and presentations.

• Collaborate with specialists and other teams to develop optimized action plans for resolving technical issues and restoring equipment functionality.
• Document troubleshooting processes and technical findings to generate service reports and presentations.
• Coordinate and lead service alert calls with field service engineers and development engineers to analyze and resolve tool issues.
• Gain engineering-level knowledge and troubleshooting skills of highly complex systems by working with marketing, development engineering, logistics, and field service teams. These systems include optics, electronics, mechanical and pneumatic components, software, and algorithms.
• Standardize solutions that benefit all customers, including defining best-known methods (BKM).
• Participate in multi-functional product teams with a focus on customer satisfaction and operational excellence.
• Act as a two-way conduit for information transfer between development engineers and field service teams who provide product maintenance and support.
• Gather and analyze data and logs from tools to identify sources of systematic issues, including technical, process, facilities, and user errors.
• Help develop and detail technical service procedures for proper knowledge gaining.
• Respond to situations where field service engineers have failed to resolve complicated system performance problems by providing written plans of action via email, phone, or at customer sites in the US, Asia, and Europe.
• Write technical reports to communicate issues, analysis, technical assessments, system status, best-known methods, and engineering recommendations.
• May be involved in tool installation, relocation, and upgrade of equipment.
• Estimated travel is between 30%-50% once trained and certified.

Minimum Qualifications

• Bachelor's Level Degree in Mechanical or Electrical Engineering with 2 years of related work experience or equivalent
• Language skills in English.
• High flexibility, adaptability and autonomy.

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.