Technical Support Engineer (Server Products)

Base Pay Range : $88,200.00 - $149,900.00 Annually

Primary Location : USA-MI-Ann Arbor-KLA

KLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits identified below.

Interns are eligible for some of the benefits identified below. Our pay ranges are determined by role, level, and location.

The range displayed above reflects the minimum and maximum pay for this position in the primary location identified in this posting.

Actual pay depends on several factors, including location, job-related skills, experience, and relevant education level or training.

If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

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

Job Description

Primary Responsibilities :

Tech Support Engineers (TSE) independently respond to issues where first-line filed support team has been unable fix problems in malfunctioning equipment.

Work on more difficult problems requiring in-depth compute system knowledge and understanding of operating principles. Exercise judgment within broadly defined practices and policies in selecting methods, and techniques for achieving results.

If the depth of technical understanding requires, consults with other engineering teams, and hosts meetings with multiple teams to discuss the technical issues and figure out the best course of action.

Clearly document troubleshooting processes and technical findings to generate service reports.

Provide highly visible customer support through the performance of on-site installation, as well as leading all aspects of any vital diagnoses, troubleshooting, service, and repair of complex equipment and systems.

Checks out and approves operational quality of system equipment. Responsible for server rack customization, testing & qualification prior to shipment customer acceptance testing and obtain customer or account shipment approval.

Additional responsibilities may include :

• Reporting design, reliability and maintenance problems to the appropriate engineering or manufacturing organization.
• Detailing system problems and working with Service Organization Sustaining Engineering on Continuous Improvement Project (CIP) opportunities.
• Training of KLA and non KLA personnel. Develop and document new troubleshooting procedures and Best Known Methods (BKMs).
• Develop written procedures and training material.
• Act as Technical Support representative for new product development. Backfill or over support for Field Service Engineers.

Preferred Qualifications :

Semiconductor capital equipment industry experience strongly preferred.

Minimum Qualifications

• Bachelors with 3-5 years of demonstrated experience or equivalent combination of education and experience in optical and / or electromechanical systems.
• Semiconductor capital equipment industry experience strongly preferred.
• 2 years experience in server system level solving, and leading / driving multi-disciplined teams to resolve sophisticated problems.
• Demonstrated ability to act independently and with minimum of planning, drive work to resolution, including post-mortem actions.
• Ability to quickly diagnose problems through analysis of inspection reports, system log files, system parametric diagnostic data and other test results, and provide solutions.
• Experience in project management, customer relations, leading / driving multi-disciplined teams to resolve sophisticated issues.
• Travel Required 25-40%
• Work type : Hybrid, 3 days onsite

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.

Please contact us at [email protected] or at +1-408-352-2808 to request accommodation.