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

Job Description:

The Customer Support Engineer hired to this position will support the BBP/LS tool.

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

Responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly complex capital equipment at customer sites.

Be the face of our company, ensuring customer satisfaction with our service and maintaining the operational quality of system equipment.

Coordinates actions with customers to minimize tool down time, or to improve equipment performance by upgrading such as software and hardware.

Prepares fields service reports on customer support activity and provides documentation to other supporting functions on re-occurring problems.

Contributes to the capturing, re-use, collaboration, and improvement of knowledge using available systems.

Provides assistance to other Field Service and Installation Engineers in resolving problems.

Engages, communicates and works with the Product Support Organization on escalated technical matters.

Preferred Qualifications:

The ability to accurately capture customer requirements and effectively communicate them to all relevant stakeholders.

Proactive communication that facilitates seamless collaboration and addresses customer requirements effectively.

Having knowledge of semiconductors, machinery, materials, and electrical engineering, along with work experience related to these fields.

Communication skills that enable the building of good relationships with surrounding stakeholders.

A willingness to take on new challenges.

The ability to consistently make steady efforts in areas such as stakeholder communication and logical thinking, with future leadership in mind.

The ability to manage physical health condition with a focus on maintaining work performance.

Ability to read and understand procedures and technical documents in English, as well as be able to understand training conducted in English.

Motivation to improve English conversation skills.

Minimum Qualifications

Having knowledge of semiconductors, machinery, materials, and electrical engineering with technical college degree.

Ability to feel comfortable in communicating in English.

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

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