Customer Support Engineer

KLA; Vancouver (WA); On-site; USD 40,212 - 68,356; Full time

Benefits offered by this job

Medical, dental, and vision benefits

401(K) with company matching

Employee stock purchase program

Paid time off and holidays

Wellness benefits and employee assistance program

Job summary

KLA is seeking a Customer Support Engineer to repair and troubleshoot complex capital equipment at customer sites in Vancouver, WA. The role demands excellent communication skills, motivation, and the ability to work independently while providing technical support and maintaining customer relationships.

A High School diploma along with 1-3 years of relevant experience is required. A Bachelor's degree and semiconductor industry experience are preferred. This position offers a competitive pay range of $29.19 - $49.62 per hour along with various employee benefits.

Qualifications

• 1-3 years of relevant work experience.
• Motivated team player willing to travel.
• Good troubleshooting skills required.

Responsibilities

• Repair and troubleshoot complex equipment at customer sites.
• Prepare field service reports and documentation.
• Assist Installation Engineers with technical support.

Skills

Oral and written communication skills

Troubleshooting skills

Team collaboration

Motivation and dependability

Education

High School diploma

Bachelor’s Level Degree (preferred)

Job description

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

The Customer Support Engineer (CSE) is primarily responsible for repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites, in accordance with documented procedures, Technical Support instructions, and established industry practices. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down‑time and may provide assistance to Installation Engineers in resolving problems. The CSE is responsible for managing their parts inventory along with their related administrative work.

• Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
• Ensure equipment enhances customer production.
• Repair and modify equipment at customer facility.
• Evaluate equipment to determine type and extent of problem. Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
• Repair of system level issues are based on CSEs technical knowledge, education, and training.
• CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re‑occurring issues.
• Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
• Cross‑train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
• Contribute to the capturing, re‑use, collaboration, and improvement of knowledge using available systems.

Minimum Qualifications

High School diploma with at least 1-3 years of relevant work experience

• Excellent oral and written communications skills
• Motivated, dedicated and dependable
• Team performer and willing to travel
• Must maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team
• Requires good troubleshooting skills

Preferred Qualifications

• Bachelor’s Level Degree with related work experience of 1 year
• Prefer experience working in the semiconductor industry

Base Pay Range

$29.19 - $49.62 Per Hour. Primary Location: USA-WA-Vancouver

KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: 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. Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job‑related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Equal Opportunity Employer

KLA is proud to be an Equal Opportunity Employer. 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 [e-mail] or [phone] to request accommodation.