Customer Support Engineer
| Company | KLA |
|---|---|
| Location | Hillsboro, OR, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Associate’s |
| Experience Level | Entry Level/New Grad |
Requirements
- Minimum of an Associate Degree from an accredited school in electronics / electro-mechanical discipline or equivalent military technical training
- Able to work in a clean room environment while wearing personal protective safety equipment, or cleanroom suit
- Frequently position oneself (e.g., bend, stoop, reach, walk, sit, twist, squat, kneel, climb, stand) to perform job tasks for extended periods
- International and domestic travel is required
- Flexibility to work a variety of shifts including compressed workweeks including overtime and on-call if needed
Responsibilities
- Primarily responsible for maintenance, troubleshooting, and diagnosing with quality on-site repairs of KLA’s complex capital equipment at customer sites
- Drive system level corrective actions and repairs based on technical knowledge, education, and training to isolate issues, minimizing equipment downtime, interruptions, and malfunctions
- Successfully complete ongoing technical training on KLA products, acquiring detailed knowledge of semiconductor capital equipment, application of diagnostic techniques, and practical field troubleshooting
- Prepare field service reports on customer support activities and provide documentation to other supporting functions on re-occurring issues
- Assist and prepare quotes for customer equipment repairs based on parts needed, reason for equipment failure, time, and costs associated with repairs
- Represent KLA as a subject matter expert to the customer including accountability for customer satisfaction
- Assure operational quality of system equipment and coordinate activities with customer to minimize equipment downtime
- Aid Installation and Upgrade Engineers in resolving problems regarding equipment startup and relocation
- Provide mentorship, coaching, cross training, and technical assistance to junior engineers
- Contribute to capturing, re-use, collaboration, and improvement of knowledge using available systems
Preferred Qualifications
- Basic semiconductor industry process knowledge
- Proficiency in basic computer skills and Microsoft Office Suite
- Proficiency in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems, schematics, diagrams, and operation manuals
- Strong written and verbal communications skills
- Solid analytical, problem solving, and decision-making skills
- Good interpersonal/communication skills in understanding customer needs
- Ability to work under pressure and with stringent timelines to minimize customer impact and system downtime
- Maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support, and sales team