Customer Support Engineer - SFS/Circl

KLA; Phoenix (AZ); On-site; USD 37,000 - 63,000; Full time

Benefits offered by this job

Medical benefits

401(k) matching

Employee stock purchase program

Job summary

KLA is seeking a Field Service Engineer to support customers by evaluating and repairing complex capital equipment at their sites and trade shows. The role requires reacting quickly to minimize downtime and ensuring high customer satisfaction.

The candidate will coordinate with Installation Engineers and other teams, travel as needed, and contribute to knowledge sharing. Strong communication and hands-on technical skills are essential.

Qualifications

• BS +2 yrs experience or equivalent years of experience.

Responsibilities

• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Repairs and updates equipment at customer facility.
• Prepares fields service reports and documents for support functions.
• Assists in quotes for customers based on labor, travel, parts; supports regional admin as needed.
• Travels to customer facilities to support installations and servicing.

Skills

Customer service

Troubleshooting

Field service

Education

BS degree

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 / Preferred Qualifications

Works under the supervision of Manager or Senior CSE. 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 in resolving problems.

• 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.
• 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
• 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.
• Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
• Assists in the preparation of 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.
• 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.
• Travels by car or commercial transportation to customer facility.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Minimum Qualifications

BS +2 yrs experience or equivalent years of experience

Base Pay Range: $27.46 - $46.69 Per Hour

Primary Location: USA-AZ-Phoenix-KLA

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 and Accommodation

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.