Customer Support Engineer

About the Role

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Bring your mission-ready skills to KLA, applying your military experience to the semiconductor industry and developing technology that powers everything from smartphones and AI to medical devices and national security systems.

Key Responsibilities

• Provide customer service support for advanced KLA products, acting as the primary focal point for all customer service-related issues.
• Maintain excellent working relationships with customers, CSEs, applications engineers, technical support, and sales teams.
• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer sites, assisting customers with system issues and ensuring equipment enhances customer production.
• Maintain and execute Preventive Maintenance schedules on KLA tools at customer sites.
• Repair and update equipment at customer sites, including system-level problems.
• Assess and determine problems within customers' processes (e.g., chemical leaks, contamination) and recommend fab shutdowns due to unsafe conditions if necessary.
• Prepare Field Service Reports on customer support activity and document recurring problems.
• Cross-train and assist other field service engineers as needed.
• Assist Tech Support with onsite system escalations.
• Provide first-level Applications support.
• Provide guidance and technical assistance to Installation Engineers on equipment installations and dismantling.
• Provide guidance to less senior CSEs.
• Manage individual inventory accounts.
• Assist in the preparation of quotes for customers, including labor, travel expenses, and parts.
• Conduct customer orientation and technical training on equipment maintenance support and user applications.
• Contribute to capturing, re-using, collaborating on, and improving knowledge using available systems.
• Successfully complete ongoing technical training to acquire thorough knowledge of company products, diagnostic techniques, and service aids.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training, and basic proficiency in systems-level repair of a product within a family.

Requirements & Tech Stack

• Understanding of and ability to troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, various operating systems, applicable operating system software, and networking in a Windows, Unix, or Novell environment.
• Good interpersonal/communication skills for understanding customer needs.
• Ability to work under pressure and stringent timelines.

Qualifications

• Bachelor's Level Degree or equivalent.
• 0 years of related work experience.
• Will also consider military technical experience.