Customer Support Engineer

at  KLA

Company Overview
The SPTS division of KLA, designs, manufactures and markets wafer processing solutions for the global semiconductor and related industries. SPTS provides industry leading etch and deposition process technologies on a range of single wafer handling platforms. End-market applications include micro-electromechanical systems (MEMS), advanced packaging, LED, high speed RF device IC’s and power semiconductors. SPTS is part of KLA Corporation which develops industry-leading equipment and services that enable innovation throughout the electronics industry. We provide advanced process control and process-enabling solutions for manufacturing wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. In close collaboration with leading customers across the globe, our expert teams of physicists, engineers, data scientists and problem-solvers design solutions that move the world forward.
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
A Customer Support Engineer at KLA is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly sophisticated capital equipment at customer sites.
This is an excellent opportunity for a recent engineering Graduate to start their career or an experienced Engineer to progress their career in a technically challenging environment!

Key responsibilities:

• 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 and other CSE’s in resolving problems. May perform duties associated with Technical Support Engineer.
• Repairing 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 may access and resolve 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 provide documentation to other supporting functions on re-occurring problems.

Skills and experience

• Experience with troubleshooting techniques in repairing complex and sophisticated tools.
• Well-able to read and interpret electronic/electro-mechanical schematics and drawings.
• Ability to address overall system issues (hardware, software, networking, automation, applications); ability to drive customer improvement programs, change order programs.
• Understanding of customer application/utilization of assigned equipment set in production environment desirable.
• Excellent analytical problem-solving skills
• Creative thinking approach to deal with customer challenges and needs
• Excellent oral and written communication skills
• Team performer and ability to maintain excellent working relationship with customers and colleagues

Minimum Qualifications

• Languages: Fluent English (Both written and spoken)
• Bachelor’s level Degree in Engineering, Electronics, Electrical Engineering and proven related work experience
• A valid driving license is required for the country you will be working in.
• Field service or equipment related experience on Semiconductor capital equipment is a plus.

What we will offer you?
KLA’s benefits package includes:
Annual leave starting at 25 days (plus bank holidays), contributory pension scheme, cash health plan, cycle to work scheme, global bonus plan, share scheme, rewards scheme, and life assurance.
Minimum Qualifications
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 employe

• 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 and other CSE’s in resolving problems. May perform duties associated with Technical Support Engineer.
• Repairing 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 may access and resolve 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 provide documentation to other supporting functions on re-occurring problems