Customer Service Engineer

Company Overview

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. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Group/Division

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description

We are looking for a team player to join our treasury team with a focus on customer billing, credit, and collections while participating in cash management on a needed basis. This position will require excellent communication and organization skills to contribute to global cash collection effort.

• Includes software installation/troubleshooting/upgrade, hardware maintenance (replacement) and retrofit/installation.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) mostly at customer site, including Server room & Cleanroom.
• Represents the company to the customer and assume accountability for customer happiness with service.
• Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
• Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
• Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
• Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
• Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
• Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.
• Co-works with local team, HQ support team, conferencing call, remote support when required.

Minimum Qualifications

Basic Qualifications

• 1+ years working experience on Rack Server hardware design or maintenance.
• Familiar with Windows structure, operation, Firewall structure, Network structure.
• Experience in hardware/software integration, testing and troubleshooting of highly sophisticated semiconductor wafer inspections/metrology systems are preferred.
• Proven record of quickly diagnosing problems through analysis of inspection reports, system log files, system parametric diagnostic data and other test results, and provide solutions.
• Strong communications and leadership skills desired.
• Semiconductor capital equipment support experience desired. Graduate degree a plus.
• Capable to collaborate with technical team for escalations, trouble-shooting and further diagnosis.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer