Customer Support Engineer

KLA; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

KLA seeks a field service engineer to diagnose, repair, and maintain advanced inspection and metrology equipment at customer facilities across the United States. You will troubleshoot issues remotely and on-site, ensuring uptime and optimal performance of complex systems.

The role involves traveling to customer sites, providing hands-on training, and collaborating with internal teams to resolve recurring problems. A strong customer focus and clear documentation are essential.

Qualifications

• Master’s degree and 2 years related work experience; Bachelor’s degree and 3 years related work experience.

Responsibilities

• Diagnoses and troubleshoots equipment problems by phone or at the customer site.
• Repairs system-level issues and updates equipment per knowledge and training.
• Prepares quotes for customers based on labor, travel, and parts.
• Travels to customer facilities by car or other transportation.
• Supports installations and provides technical assistance to other engineers.

Skills

Troubleshooting

Field service experience

Customer orientation

Documentation

Education

Master’s degree in related field

Bachelor’s degree in related field

Job description

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers’ KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You’ll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

1. Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and updates equipment at customer facility.
2. 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.
3. 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.
4. Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
5. 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.
6. Assists other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
7. Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
8. Travels by car or commercial transportation to customer facility.
9. Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Minimum Qualifications

Master’s Level Degree and 2 years related work experience; Bachelor’s Level Degree and related work experience of 3 years

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

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.