Customer Service Engineer - Houston, TX

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. We invent systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards, and flat panel displays. Our teams thrive on tackling complex problems, with a strong focus on innovation and a 15% investment of sales back into R&D.

About the Role

A Customer Service Engineer (CSE) providing service support for customers located primarily in Houston/Sugarland, TX. The CSE is responsible for tool repair, customer management, and performing all associated logistics tasks. This role requires strong troubleshooting skills and proficiency in working on electro-mechanical equipment within a cleanroom environment. The CSE must be self-motivated, demonstrate excellent written and verbal communication skills, and be prepared to travel as needed to support customer sites worldwide.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Serve as the primary focal point of contact 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.
• Assist customers with all system issues and ensure equipment enhances customer production.
• Maintain and execute Preventive Maintenance (PM) schedules on KLA tools at customer sites.
• Repair and update equipment at customer sites, including system-level problems with multiple causes.
• Assess customer processes for issues such as chemical leaks or contamination and recommend actions, including fab shutdowns if unsafe conditions exist.
• Prepare Field Service Reports on customer support activity and document recurring problems for supporting functions.
• Create service reports for all service requests using the CRM database.
• Cross-train and assist other field service engineers as needed.
• Assist Technical Support with onsite system escalations.
• Provide first-level Applications support.
• Guide and assist Installation Engineers on equipment installations and dismantling.
• Mentor less senior CSEs.
• Manage individual inventory accounts.
• Assist in preparing quotes for customers based on labor, travel expenses, and parts needed.
• Conduct customer orientation and technical training on equipment maintenance support.
• Contribute to knowledge capture, reuse, collaboration, and improvement using available systems.
• Complete ongoing technical training to acquire thorough knowledge of company products and diagnostic techniques.
• Cross-train on multiple products.

Requirements

• BS or equivalent experience (2-5 years).
• Understanding of and ability to troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Knowledge of computer theory, operating systems (Windows, Unix, or Novell), and networking.
• Strong interpersonal and communication skills to understand customer needs.
• Ability to work under pressure and meet stringent timelines, as system downtime may affect customer manufacturing.

Physical Requirements

• Walking: 30-60 minutes per day.
• Lifting: Up to 50 lbs.
• Carrying: Up to 50 lbs.
• Turning, twisting, grabbing: Daily, 5-10 times per day.
• Kneeling: Weekly, 10-20 minutes per day.
• Bending and stretching: Weekly, 30-60 minutes per day.
• Standing: 5-8 hours per day.
• Sitting: 3-5 hours per day.
• Travel: By car or commercial transportation to customer facilities (minimum 30 minutes per day, average 2 hours per day).
• Use of precision hand tools (wrenches, screwdrivers, Allen/hex keys) for coarse and fine adjustments.
• Working in tight spaces.
• Wearing a full cleanroom suit, face mask, and PPE (goggles, gloves, safety shoes).

Pay

Base pay range: $29.19 - $49.62 per hour.

Benefits

• Performance incentive programs.
• Medical, dental, vision, life, and other voluntary benefits.
• 401(K) with company matching.
• Employee Stock Purchase Program (ESPP).
• Student debt assistance and tuition reimbursement program.
• Development and career growth opportunities.
• Financial planning benefits.
• Wellness benefits, including an Employee Assistance Program (EAP).
• Paid time off and paid company holidays.
• Family care and bonding leave.

Interns are eligible for some of the benefits listed.