Technical Support Engineer - Jumper Team, CPG

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

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.

• Act as a two-way conduit between the engineers who design KLA products and the field service teams responsible for product maintenance and support.
• Respond to situations where field service engineers have not resolved highly technical system-performance issues — by providing written plans of action (POA) or hands-on assistance on-site, primarily across Asia.
• Provide burst / surge support to customer sites experiencing unplanned demand or lacking local headcount, and deliver over-support to newly ramping panel-process installations.
• Capture Best-Known-Methods (BKMs) and troubleshooting procedures from each engagement and document them into KLA’s internal knowledge systems so follower sites resolve the same issues faster.
• Assemble and analyze data from system populations at remote customer sites to identify the sources of technical, process, and people-based issues.
• Participate in strategic beta and sustaining escalation efforts; analyze data from multiple sources and work with Engineering to produce a detailed action plan suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).
• Write technical reports communicating issues, analysis, system status, best-known-methods, and engineering recommendations.
• Train KLA support personnel, including tech support and customer support engineers.
• Take a proactive approach to improving service quality, cycle time, and profitability at the sites served.
• Up yo 50% travel

Minimum Qualifications

• Report design, reliability, and maintenance problems to the appropriate engineering or manufacturing organization.
• Detail system problems and work with Service Sustaining Engineering on Continuous Improvement Project (CIP) opportunities.
• Develop and document new troubleshooting procedures and Best-Known-Methods (BKMs).
• Support the team’s success measure — the reduction of Mean Time To Repair (MTTR) at follower sites as captured BKMs are adopted (not simply the count of BKMs produced).

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.