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 Responsibilities Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer site. Ensures equipment improves customer production. Repair system‑level problems (which 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. Coordinate actions with customers to minimize down time. Provide assistance to Installation Engineer in resolving problems. Prepare field service reports on customer support activity and provide documentation to other supporting functions on re‑occurring problems. Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues. Contribute to capturing, re‑use, collaboration, and improvement of knowledge using available systems. Develop and handle return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Execute technical critical issues with detailed problem statement and pass‑down to work with system engineering technical team at customer site. Estimated travel is 20% once trained in the classroom as part of on‑the‑job training program. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects. Minimum Qualifications Bachelor's Level Degree or 3 year related work experience in a technical or engineering field. Compensation and Benefits 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. Equal Opportunity Employer 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 View email address on click.appcast.io or at View phone number on click.appcast.io to request accommodation. #J-18808-Ljbffr