Customer Service 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, 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 Global Service Support Organization (GSS) 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 GSS 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

The Field Operations team is our North American based, customer facing organization consisting of Sales, Marketing, Applications, and Service team. They partner closely with our customers to provide a comprehensive portfolio of KLA products, software and service expertise, to help them manage yield throughout their fabrication process.
Responsibilities of this team include maintaining strategic client relationships, identifying and closing sales opportunities, ensuring our products meet performance capabilities & expectations, providing critical solutions for improved yield performance. The dynamic partnership between the field team and factory divisions, helps ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.

PRIMARY PURPOSE:
Primarily responsible for service activity on Bright Field, Laser Scan/Puma, CIRCL 893x, Films/SS9K, RS200, Archer200/300/OMD and SurfScan SP2 equipment. Service activities include modifying, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer premises.• Represent the company to the customer and assume accountability for customer satisfaction with service performance• Assure optimum quality of system equipment• Coordinate actions with customers to maximize production time

RESPONSIBILITIES:• Evaluate, analyze, diagnose and troubleshoot technical equipment problems• Repair and modify equipment at customer facility• Repair some board level problems using standard procedures, as well as system level failures which can have multiple causes and no standard procedures exist (i.e. creative troubleshooting)• Repair of system level problems based on CSE's technical knowledge, education and training • Provide guidance and technical assistance to other CSE's, Installation and/or Upgrade Engineer on work at customer premise on installing/dismantling demonstration machines. • Up to 20% travel in North America to other customer facilities• Conduct customer orientation on all aspects of equipment user applications• Cross train and assist other field service engineers as appropriate• Prepare/Document reports on support activity to customers• Provide timely billing invoice to customer for service activity

Minimum Qualifications

Bachelor's level degree or work experience of 3 years or equivalent combination of experience + education

COVID-19 Vaccination Requirement: Proof of full COVID-19 vaccination is required where permitted by law. KLA will consider reasonable accommodation as provided by applicable law. Please note that accommodation may not be possible where vaccination is required for an essential function of the position, including for international travel or customer site access.

The company offers a competitive and comprehensive benefits package 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, financial planning benefits, employee assistance program (EAP), paid time off and paid company holidays, 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 [email protected] to request accommodation.