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Full-Time

Customer Support Engineer

Fort Collins

Confirmed live in the last 24 hours

KLA

KLA

5,001-10,000 employees

Provides process control and yield management solutions

Industrial & Manufacturing
Energy

Compensation Overview

$27.5 - $46.74Hourly

+ Performance Incentive Programs

Entry

Remote in USA

Category
Customer Support
Customer Success & Support
Required Skills
Operating Systems
Linux/Unix
Requirements
  • 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.
  • Experience with KLA 893X and HRP260 products preferred but not required.
  • BS, AA, or equivalent years of experience.
  • Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years, Associate's Level Degree and related work experience of 5 years.
Responsibilities
  • Provide customer service support on a variety of advanced KLA products. 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 equipment 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 assists 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. Attain and maintain basic proficiency in systems level repair of a product within a family is required.

KLA provides process control and yield management solutions primarily for semiconductor manufacturers. The company offers advanced inspection tools, metrology systems, and computational analytics that help manufacturers identify and fix defects during production. This process enhances the quality and reliability of electronic devices, leading to higher production yields. KLA distinguishes itself from competitors by focusing on high-precision equipment and software that are essential for defect detection and correction. The company's goal is to improve manufacturing processes while committing to sustainability, with a target of using 100% renewable electricity in its operations by 2030.

Company Stage

IPO

Total Funding

N/A

Headquarters

Milpitas, California

Founded

N/A

Simplify Jobs

Simplify's Take

What believers are saying

  • KLA's consistent financial performance, including strong revenue and cash flow, indicates robust financial health and stability.
  • The company's validated science-based targets for GHG emissions reduction highlight its leadership in sustainability, potentially attracting environmentally-conscious talent and investors.
  • Regular cash dividends reflect a commitment to returning value to shareholders, which can be appealing to employees holding stock options.

What critics are saying

  • The semiconductor industry is highly competitive and cyclical, which can lead to periods of volatility and uncertainty for employees.
  • Achieving ambitious sustainability goals, such as 100% renewable electricity by 2030, may present operational and logistical challenges.

What makes KLA unique

  • KLA's focus on advanced process control and process-enabling solutions for the semiconductor industry sets it apart from competitors who may not specialize as deeply in this niche.
  • The company's commitment to reducing GHG emissions and achieving 100% renewable electricity by 2030 demonstrates a strong focus on sustainability, which is increasingly important in the tech industry.
  • KLA's extensive collaboration with leading customers and its expert teams of physicists, engineers, and data scientists provide a unique competitive edge in innovation and problem-solving.

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