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.

Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. A CSE providing service support for customer Micron Technology, Inc. in Boise, ID, responsible for tool repair, customer management, and performing all associated logistics tasks in a cleanroom environment.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Be 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 Preventive Maintenance (PM) schedules on KLA tools at customer sites and execute PMs per the schedule.
• Repair and update equipment at customer sites, including system-level problems with multiple causes and no standard procedures.
• Assess customer processes for issues such as chemical leaks or contamination; may recommend shutdown of a customer fab due to unsafe conditions.
• 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 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.
• Mentor less senior CSEs.
• Manage individual inventory account.
• 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 and diagnostic techniques.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training, including basic proficiency in systems-level repair of a product within a family.

Requirements

• Bachelor's Level Degree and 2 years of related work experience.
• Understanding of and ability to troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, operating systems (Windows, Unix, or Novell), and networking.
• Good interpersonal and communication skills to understand customer needs.
• Ability to work under pressure and stringent timelines, as system downtime may affect customer manufacturing.
• Self-motivated with a drive to provide the best support for KLA customers.
• Excellent written and verbal communication skills for interactions with customers, coworkers, and management.
• Proficiency in working on electro-mechanical equipment within a cleanroom environment.

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 and programs.
• Financial planning benefits.
• Wellness benefits, including an Employee Assistance Program (EAP).
• Paid time off and paid company holidays.
• Family care and bonding leave.

Primary Location: USA-NY-Malta-KLA