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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/Preferred Qualifications
Works under minimal direction and supervision of Manager or Senior CSE. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers in resolving problems. The CSE is responsible for their parts inventory tracking along with documentation related administrative work.
- Evaluates, analyzes, diagnoses, and troubleshoots technical equipment problems via telephone or at a customer site. Ensures equipment enhances customer production. Repairs and updates equipment at customer facility.
- Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within defined time period.
- Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment.
- Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training, and certification
- CSE's may access and determine the problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions.
- Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
- Prepares quotes for customers based on labor, travel expenses incurred, and parts needed. CSE's use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
- Assists other field service engineers as appropriate.
- Travels by car or commercial transportation to customer facilities.
- Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
- Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
- Good interpersonal/communication skills in understanding customer needs. Ability to work with exacting timelines to address system down events that may affect customer manufacturing area. Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience.
- The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment.
Minimum Qualifications
Master's Level Degree and related work experience of 2 years; Bachelor's Level Degree and related work experience of 4 years
The company offers a total rewards package that is competitive and comprehensive including but not limited to the following: 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, and family care and bonding leave.
KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at to request accommodation.
KLA-Tencor is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.