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

This role is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex Surfscan equipment at customer sites.

You will be representing KLA to the customer and will assume accountability for customer satisfaction with service. This role also assures operational quality of system equipment and will coordinate actions with customers to minimize down time.

Responsibilities:

• Evaluates, analyses, diagnoses and troubleshoots technical equipment problems at customer site. Ensures equipment enhances customer production.
• Repairs and updates equipment at customer facility. Evaluates equipment to determine type and extent of problem. Resolves issues using standard procedures as well as system level problems which have multiple causes and for which no standard procedures exist.
• Repairs of system level problems are based on the technical knowledge, education and training.
• Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Prepares field service reports on customer support activity and provides documentation to other supporting functions on re-occurring problems.
• Cross trains and assists other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.

Preferred Experience / skills

• Demonstrates expert level of analytical problem solving; Capability to determine root cause, provide relevant information and help to develop prevention techniques.
• Expert abilities in troubleshooting software and electronic in all sub-systems and systems.
• Develops capabilities in use of all available diagnostic resources. System expert in all aspects of assigned equipment set.
• Ability to address overall system issues (hardware, software, networking, automation, applications); ability to drive customer improvement programs, change order programs.
• Proficient in general and factory automation on assigned equipment set.
• Capability to work with Tech Support and Engineering in special projects and/or escalations
• Proficiency in systems level repair of multiple or extremely complex products within a family is required.
• Strong interpersonal/communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines.
• Ideally hold an Engineering qualification in Electrical or Electro / Mechanical discipline or have equivalent level of experience.

Minimum Qualifications

Engineering qualification in Electrical, Electro / Mechanical or similar discipline or have equivalent level of 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

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