Customer Support Engineer - Equipment Engineer

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 – Responsibilities Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site, ensuring equipment improves customer production. Repair complex system level problems that have multiple causes and for which no standard procedures exist at customer sites. Represent the company to the customer and assume accountability for customer happiness with service. Assure operational quality of system equipment and coordinate actions with customers to minimize downtime. Assist Installation Engineer in resolving problems. Prepare field service reports on customer support activity and provide documentation to other supporting functions on recurring problems. Build positive relationships with customers and increase satisfaction by resolving sophisticated requests and issues. Contribute to the capturing, re‑use, collaboration and improvement of knowledge using available systems. Develop and handle Return Materials Authorization (RMA) processes to ensure customer returns, exchanges, service and repairs are done quickly and accurately, resolving all client/customer service delivery issues. Execute technical critical issues with detailed problem statements and pass‑down to work with system engineering technical teams at customer sites. Estimated travel is 20% after training is completed in the classroom as part of the on‑the‑job training program. Other support duties include characterization and support of customer demos and field projects. Job Description – Qualifications This position requires hands‑on skills related to the repair of highly complex electro‑mechanical capital equipment. Minimum Qualifications Bachelor’s degree in a technical or engineering field or three (3) years of related work experience. Pay and Benefits Base Pay Range: $27.46 – $46.69 per hour. Primary Location: USA – AZ – Phoenix. KLA’s total rewards package may also include participation in performance incentive programs and eligibility for additional benefits including medical, dental, vision, life, voluntary benefits, 401(k) with company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement, career development programs, financial planning benefits, wellness benefits including employee assistance program (EAP), paid time off and company holidays, and family care and bonding leave. Interns are eligible for some of these benefits. Equal Opportunity Statement KLA is proud to be an Equal Opportunity Employer. We will ensure 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. #J-18808-Ljbffr