Customer Support Engineer

Company Overview

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.

Group/Division

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 Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems.

• Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site. 
• Ensure equipment enhances customer production. 
• Repair and modify equipment at customer facility.
• Evaluate equipment to determine type and extend of problem.  Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
• Repair of system level issues are based on CSEs technical knowledge, education, and training. Board vs.system level troubleshooting is split ~50/50.
• In analyzing and diagnosing equipment issues, CSEs may access and determine a problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
• Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
• Cross train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines. 
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Desired Qualifications

• Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Analytical skills
• Knowledge of computer theory, various operating systems, and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment.
• Basic automation functionality on assigned equipment set. Develops technical proficiency in understanding automation with exposure to various systems.
• Preventive Maintenance (PM) aspects of assigned equipment set.
• PM work can be done with instruction of a manager or senior engineer.
• Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
• Microsoft Office suite proficiency is required.
• Attainment of Certification Level 2 or PM Training. Basic proficiency in systems level repair of a product within a family is required.
• Basic Semiconductor industry process knowledge required. KLA class for Introduction to semiconductor processes will be provided.
• Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and with stringent timelines since the system is down for service and may affect customer manufacturing area.
• Ability to troubleshoot issues/failures in software and electronic systems.

Minimum Qualifications

Associates Level Degree and 0 years related work experience

Base Pay Range: $23.71 - $40.29 Per Hour

Primary Location: USA-TX-Denison-KLA

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

               

KLA is proud to be an Equal Opportunity Employer. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [email protected] or at +1-408-352-2808 to request accommodation.

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.