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 challenges, 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.

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 schedule on KLA tools at customer sites and execute all PMs per the schedule.
• Repair and update equipment at customer sites, including system-level problems based on technical knowledge, education, training, and certification.
• May access and determine problems in customers’ processes such as chemical leaks or contamination and recommend shutdown of a customer fab due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provide documentation to other supporting functions on recurring problems.
• 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.
• Provide first-level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory account.
• Assist in the preparation of quotes for customers based on labor, travel expenses, and parts needed.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Successfully 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.
• Attain and maintain basic proficiency in systems-level repair of a product within a family.

Requirements

• Bachelor's Level Degree and related work experience of 2 years.
• Understanding of and ability to troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, various operating systems, and networking in a Windows, Unix, or Novell environment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing.
• Proficient in working on electro-mechanical equipment within a cleanroom environment.
• Self-motivated and driven to provide the best support for KLA customers.
• Excellent written and verbal communication skills.

Benefits

• Medical, dental, vision, life, and other voluntary benefits.
• 401(K) including company matching.
• Employee stock purchase program (ESPP).
• Student debt assistance.
• 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