Customer Support Engineer - Nationwide Opportunities - Veterans Make America

KLA-Belgium; Town of Malta (NY); On-site; USD 61,000 - 103,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) matching

Tuition reimbursement

Job summary

KLA is seeking a Field Service Engineer to service highly complex capital equipment at customer sites and trade shows in the USA. You will be the primary contact for customer service issues and ensure equipment performance aligns with production needs.

Responsibilities include diagnosing problems, performing preventive maintenance, and providing guidance to installation engineers and junior staff while maintaining strong customer relationships.

Qualifications

• Bachelor's Level Degree or equivalent and 0 years related work experience.
• Strong understanding of software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.
• Excellent communication skills and ability to work under pressure.

Responsibilities

• Provide first level field service support and on-site diagnostics.
• Repair and update equipment at customer sites, including complex system issues.
• Coordinate actions with customers to minimize downtime and ensure satisfaction.

Skills

Troubleshooting

Electro-mechanical

Customer service

Education

Bachelor's Degree or equivalent

Tools

CRM systems

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.

Job Description / Preferred Qualifications

Bring Your Mission-Ready Skills to KLA! Your military experience has prepared you to solve complex challenges, work with advanced technology, and make critical decisions in fast-paced environments. At KLA, you'll apply those skills to the semiconductor industry, helping develop the technology that powers everything from smartphones and AI to medical devices and national security systems. We value leadership, technical aptitude, teamwork, and a commitment to excellence. Whether your background is in electronics, maintenance, operations, engineering, logistics, or field service, KLA offers rewarding careers, competitive benefits, and opportunities for growth. Visit our booth to learn how your military experience can translate into an exciting civilian career with KLA.

Primary Responsibilities

• Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.
• 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 less experienced CSEs in resolving problems.
• A CSE providing service support for customer Micron Technology, Inc. in Boise, ID.
• The CSE is responsible for providing tool repair, customer management, and performing all associated logistics tasks.
• The CSE must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment.
• The CSE must be self-motivated and driven to provide the best support for KLA customers.
• The CSE must demonstrate excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role.
• Be the primary focal point of contact for all customer service-related issues.
• Maintain excellent working relationship with customers, CSEs, applications engineers, technical support and sales teams.
• Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site.
• Assists customers with all system issues.
• Ensures equipment enhances customer production.
• Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
• Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification.
• May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems.
• Create service reports for all service requests using the CRM database.
• Cross-train and assist other field service engineers as needed.
• Assist Tech Support on all onsite system escalations.
• Provide first level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory account.
• Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
• Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training.
• Attain and maintain basic proficiency in systems level repair of a product within a family is required.

Skills Needed

• Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.
• Understanding of computer theory, various operating systems and applicable operating system software knowledge, and networking in a Windows, Unix or Novell environment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area.

Minimum Qualifications

Bachelor's Level Degree or equivalent and 0 years related work experience.

Base Pay Range

Base Pay Range: $60,700.00 - $103,200.00

Primary Location

Primary Location: USA-NY-Malta-KLA

Benefits

• medical
• dental
• vision
• life
• 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
• family care and bonding leave

Interns are eligible for some of the benefits listed.

Equal Opportunity

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 at [phone] to request accommodation. Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [e-mail] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentialityly handle your information. Now hiring curious minds who want to learn even more. Explore KLA at www.kla.com/careers 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 at [phone] to request accommodation. For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.