Customer Support Engineer - Nationwide Opportunities - Heroes Make America!

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, and we invest 15% of sales back into R&D.

About the role

Your military experience has prepared you to solve complex challenges, work with advanced technology, and make critical decisions in fast-paced environments. At KLA, you'll apply those skills to the semiconductor industry, helping develop the technology that powers everything from smartphones and AI to medical devices and national security systems. This role is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. You will represent KLA to the customer, ensuring operational quality of system equipment and coordinating actions to minimize downtime.

A Customer Service Engineer (CSE) providing service support for customer Micron Technology, Inc. in Boise, ID. The CSE is responsible for tool repair, customer management, and performing all associated logistics tasks in a cleanroom environment. Strong troubleshooting skills, self-motivation, and excellent communication are critical for success in this role.

Responsibilities

• Provide customer service support for a variety of advanced KLA products as the primary focal point for all 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, including system-level issues with multiple causes.
• Assist customers with all system issues to ensure equipment enhances production.
• Maintain and execute Preventive Maintenance (PM) schedules on KLA tools at customer sites.
• Repair and update equipment, including addressing unsafe conditions (e.g., chemical leaks or contamination) that may require recommending fab shutdowns.
• 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, including providing guidance to less senior CSEs.
• Assist Tech Support on all onsite system escalations and provide first-level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Manage individual inventory accounts and assist in preparing quotes for customers based on labor, travel expenses, and parts needed.
• Conduct customer orientation and technical training on equipment maintenance support for user applications.
• Contribute to knowledge capture, reuse, collaboration, and improvement using available systems.
• Complete ongoing technical training to acquire thorough knowledge of company products, diagnostic techniques, and service aids.
• Cross-train on multiple products and attain/maintain at least Certification Level 3 or PM training.
• Attain and maintain basic proficiency in systems-level repair of a product within a family.

Requirements

• Bachelor's Level Degree and at least 2 years of related work experience.
• 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 stringent timelines, especially when systems affect customer manufacturing.

Benefits

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

Interns are eligible for some of the benefits listed.