Customer Support Engineer

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.

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

Candidate should ideally be somebody with a trade, degree or other technical qualification. They will be primarily responsible for troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers and CSE's in resolving problems. May perform duties associated with Technical Support Engineer. 

Major Responsibilities include:

• Customer service activities associated with updating, troubleshooting, diagnosing and repairing complex electro optical and electro mechanical equipment at customer site

• Representing the company to the customer and accountability for customer satisfaction with service

• Coordinating actions with customers to minimize down time.

• Preparation of field service report on customer support activity and providing documentation to other supporting functions on re-occurring problems

• Interface with technical support, head quarter engineering and manufacturing engineering on maintenance procedures and equipment reliability

• Customer service activities associated with updating, troubleshooting, diagnosing and repairing complex electro optical and electro mechanical equipment at customer site

• Representing the company to the customer and accountability for customer satisfaction with service

• Coordinating actions with customers to minimize down time.

• Preparation of field service report on customer support activity and providing documentation to other supporting functions on re-occurring problems

• Interface with technical support, head quarter engineering and manufacturing engineering on maintenance procedures and equipment reliability

Essential soft and technical skills:

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• Good practical skills on electronic, electrical, pneumatic, mechanical assembly
• Ability to read and work with engineering drawings, schematics and technical manuals
• Excellent analytical problem-solving skills
• Good presentation and communication skills
• Good English level (both written and spoken)
• Bachelor’s Level Degree in Electronics or or Mechatronics or equivalent.
• An internship or a short working experience in the semiconductor industry is a plus
• Availability to travel to other European sites as part of normal duties
• Availability to extensive training periods in USA /Asia
• Proficiency on MS office tools

As part of the Customer Service Team, the successful candidate will be required to work a shift pattern in support of a 7 day X 24 hour manufacturing environment. A shift cycle allowance will apply.

KLA offers a challenging and multinational environment at the forefront of high-technology and a market highly competitive package.

Successful applicants will be formally trained at one of our award-winning training center’s in USA California, Singapore or Taiwan.

 

Minimum Qualifications

Degree or work experience of 2 years in a similar role. Trades with relevant experience will also be considered.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

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.