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.

As a Customer Service Engineer (CSE), you will be 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 the company to the customer and ensure customer satisfaction with service. This role supports Micron Technology, Inc. in Boise, ID, focusing on tool repair, customer management, and logistics tasks in a cleanroom environment.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Serve as the primary 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, including system-level problems with multiple causes and no standard procedures.
• Identify and address process issues such as chemical leaks or contamination; may recommend fab shutdown due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and document 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 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 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 and attain/maintain Certification Level 3 or PM training.
• Maintain 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 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.
• Self-motivated with a drive to provide excellent customer support.
• 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.
• Financial planning benefits.
• Wellness benefits, including an Employee Assistance Program (EAP).
• Paid time off, paid company holidays, and family care and bonding leave.

KLA’s total rewards package may vary for interns. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location (USA-NY-Malta). Actual pay depends on job-related skills, experience, and relevant education or training.