Customer Support Engineer

KLA
paid time off, tuition reimbursement, 401(k)
United States, Oregon, Hillsboro
Oct 28, 2024
Base Pay Range: $0.00 - $0.00 Primary Location: USA-OR-Hillsboro-Beaverton-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 Primarily responsible for maintenance, troubleshooting, and diagnosing with quality on-site repairs of KLA's complex capital equipment at customer sites. Drive system level corrective actions and repairs based on technical knowledge, education, and training to isolate issues, minimizing equipment downtime, interruptions, and malfunctions. Successfully complete ongoing technical training on KLA products, acquiring detailed knowledge of semiconductor capital equipment, application of diagnostic techniques, and practical field troubleshooting. Prepare field service reports on customer support activities and provide documentation to other supporting functions on re-occurring issues. Assist and prepare quotes for customer equipment repairs based on parts needed, reason for equipment failure, time, and costs associated with repairs. Represent KLA as a subject matter expert to the customer including accountability for customer satisfaction. Assure operational quality of system equipment and coordinate activities with customer to minimize equipment downtime. Aid Installation and Upgrade Engineers in resolving problems regarding equipment startup and relocation. Provide mentorship, coaching, cross training, and technical assistance to junior engineers. Contribute to capturing, re-use, collaboration, and improvement of knowledge using available systems. Minimum Qualifications Minimum of an Associate Degree from an accredited school in electronics / electro-mechanical discipline or equivalent military technical training Able to work in a clean room environment while wearing personal protective safety equipment, or cleanroom suit. Frequently position oneself (e.g., bend, stoop, reach, walk, sit, twist, squat, kneel, climb, stand) to perform job tasks for extended periods. International and domestic travel is required. Flexibility to work a variety of shifts including compressed workweeks including overtime and on-call if needed. Preferred Qualifications Basic semiconductor industry process knowledge. Proficiency in basic computer skills and Microsoft Office Suite. Proficiency in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems, schematics, diagrams, and operation manuals. Strong written and verbal communications skills. Solid analytical, problem solving, and decision-making skills. Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and withstringent timelines to minimize customer impact and system downtime. Maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support, and sales team. Minimum Qualifications Bachelor's Level Degree and 0 years related 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. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation. Please beware 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 talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.