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

Responsibilities:

1. Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems under direction and supervision.

2. Prepares fields service reports on customer support activity, provides documentation to other supporting functions.

3. Prepare quotes for customers based on labor, travel expenses incurred, and parts needed under direction and supervision.

4. Returns parts to distribution center on time

5. Performs PM on assigned products by her/himself.

6. Carries out CM following POA provided to them

7. Assists other field service and supports install engineers.

8. Contributes to the Capturing, Collaboration, and Improvement of knowledge using available systems.

9. Communicate with customers on work plan and progress.
 

Knowledge and Skills:

1. Analytical skills

2. Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.

3. Knowledge of computer theory, various operating systems and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment. Knowledge in MS Office (Word, Excel, E-mail).

4. Basic automation functionality on assigned equipment set. Develops technical proficiency in Preventive Maintenance (PM) aspects of assigned equipment set. Preventative Maintenance work can be done with instruction of a manager or senior engineer.

5. 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. Semiconductor industry process knowledge, required to take the KLA class for Introduction to semiconductor processes.

6. Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and stringent timelines since the system is down for service and  may effect customer manufacturing area.

7. Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.

8. Develops capabilities in use of all available diagnostic resources. Develops and demonstrates technical proficiency in all aspects of assigned equipment set.

9. Preventive Maintenance (PM) can be carried out as a procedure. Performs routine work by following procedures without instructions. Ability to perform complicated problems or tasks by receiving instructions. Can generate the feedback report for Failure Analysis (FA) and Dead On Arrival (DOA).

10. Corrective maintenance can be carried out. - Ability to understand cause and effect, diagnose, and implement corrective