Customer Support Engineer

Description

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 in 2019 we invested 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 Global Service Support Organization (GSS) 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 GSS 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.

Responsibilities

Position is based in Beaverton, OR.

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.

Qualifications

Desired Qualifications

• Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Ability to interface with the customer using great interpersonal skills
• 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.

KLA is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.

Minimum Qualifications

Bachelor's Level Degree or equivalent work experience

Minimum Qualifications

Bachelor's Level Degree or equivalent work experience

The company offers a total rewards package that is competitive and comprehensive including but not limited to the following : 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.

KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law.

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.