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 voicecontrolled 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 problemsolvers work together with the worlds leading technology providers to accelerate the delivery of tomorrows 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

Primarily responsible for customer service activities associated with updating troubleshooting diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. 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 less experienced CSEs in resolving problems.

A CSE providing service support for customer Micron Technology Inc. in Boise ID. The CSE is responsible for providing tool repair customer management and performing all associated logistics tasks. The CSE must have good troubleshooting skills and be proficient in working on electromechanical equipment within a cleanroom environment. The CSE must be selfmotivated and driven to provide the best support for KLA customers. The CSE must demonstrate excellent written and verbal communication skills as communication with customers coworkers and management is critical to the role.

Primary Responsibilities:

• Provide customer service support a variety of advanced KLA products. Be the primary focal point of contact for all customer servicerelated issues.
• Maintain excellent working relationship with customers CSEs applications engineers technical support and sales teams.
• Evaluate analyze diagnose and troubleshoot technical equipment problems at customer site. Assists customers with all system issues. Ensures equipment enhances customer production.
• Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
• Repair and update equipment at customer site including system level problems (which have multiple causes and for which no standard procedures exist) based on CSEs technical knowledge education training and certification.
• May access and determine the problems existing in customers processes such as chemical leaks or contamination and as a result may recommend shutdown of a customer fab due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems. Create service reports for all service requests using the CRM database.
• Crosstrain and assist other field service engineers as needed.
• Assist Tech Support on all onsite system escalations.
• Provide first level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory account.
• Assist in the preparation of quotes for customers based on labor travel expenses incurred and parts needed. Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure time to prepare etc.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing reuse collaboration and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire a thorough knowledge of company products the application of diagnostic techniques and practical application of service aids.
• Crosstrain on multiple products.
• Attain and maintain at least Certification Level 3 or PM training. Attain and maintain basic proficiency in systems level repair of a product within a family is required.

Skills Needed:

• Understanding of and ability to troubleshoot problems in software and electronics optics mechanical electromechanical and electrooptical systems.
• Understanding of computer theory various operating systems and applicable operating system software knowledge and networking in a Windows Unix or Novell environment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area.

Education/Experience:

• BS or equivalent years of experience 8 years of experience

Physical requirements:

• Walking 3060 minutes per day
• Lifting 50 lbs.
• Carrying 50 lbs.
• Turning daily / 510 times per day
• Twisting daily / 510 times per day
• Grabbing daily / 510 times per day
• Kneeling weekly / 1020 minutes per day
• Bending and stretching weekly / 3060 minutes per day
• Standing 58 hours a day)
• Sitting 35 hours a day)
• Travels by car or commercial transportation to customer facilities minimum 30 minutes per day average 2 hours per day
• Use of precision hand tools (wrenches screw drivers allen/hex keys etc) for both coarse and very fine adjustments
• Working in tight spaces
• Wearing a full cleanroom suit face mask and PPE (personal protective equipment) such as goggles gloves and safety shoes

Minimum Qualifications

Doctorate (Academic) Degree and 0 years related work experience; Masters Level Degree and related work experience of 3 years; Bachelors Level Degree and related work experience of 5 years

Base Pay Range: $33.75 $57.36 Per Hour

Primary Location: USAVAManassasKLA

KLAs total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: 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.

Interns are eligible for some of the benefits listed. Our pay ranges are determined by role level and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors including state minimum pay wage rates location jobrelated skills experience and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable your recruiter can share more about the specific pay range for your preferred location during the hiring process.

KLA is proud to be an Equal Opportunity Employer. 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 or at to request accommodation.

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 KLAs 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 to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.