Technical Support Engineer

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.

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

• Responsible for providing assistance and support to the Customer Service Engineers in diagnosing, troubleshooting and debugging sophisticated optical/electro-mechanical equipment, computer systems coupled with complex software solutions.
• Be the lead/owner and provide solutions to field raised issues where the Customer Service Engineer has been unable to resolve these issues in the systems at customers’ sites, including thoroughly recognizing the real problem, aligning for resources, gap analysis, providing POAs; or, if the depth of technical understanding requires, reporting to relevant other engineering teams, host meetings of multiple teams to discuss the technical issues in details, acquire POAs with consensus until issues resolved. Be able to complete this with a timely manner.
• Be available to travel within region and worldwide to support escalated issues on site. Travel percentage estimated to be 25-50%
• Able to clearly detail troubleshooting processes, technical findings, provide service and postmortem reports.
• Supporting NPI and product sustaining/cost of service reduction by suggesting on improvement opportunities, participating or owning certain operations in new project introductions and/or continuous improvement projects.
• May be involved in customer installation, relocation, and upgrade of equipment as well as providing training to KLA and non KLA personnel.

Minimum Qualifications

• Doctorate (Academic) Degree and related work experience of 3 years; Master's Level Degree and related work experience of 6 years; Bachelor's Level Degree and related work experience of 8 years

• Proficiency in English.

• 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.

• Knowledge of KLA RAPID products is a plus.

• Good technical presentation skill and communication skill.

• Proficient with all office suite applications such as Excel and PowerPoint.

• Require ability to diffuse potentially difficult situations and facilitate solutions agreeable to multiple parties. Leadership experience and ability are required

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

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