As part of the Product Support Organization (PSO), Technical Support Engineers (TSEs) respond to ongoing technical issues of KLA equipment where field product support teams were unable to solve. Working on challenging problems requires in-depth system knowledge and a sound understanding of operating principles. Exercise judgment within broadly defined practices and policies in selecting methods, and techniques for achieving results. As the need arises, collaborate with specialists and other teams to craft an optimized plan of action to resolve the technical issues and recover equipment functionality to customer satisfaction. Document troubleshooting processes and technical findings to generate service reports and presentations.
The ideal candidate will be a self-starter interested in solving operational and technical problems primarily supporting KLA's new products, as well as working as part of a multi-functional team.
Estimated travel is between 30-50% once trained and certified.
Specific responsibilities include:
Coordinate and lead service alert calls with field service engineers and development engineers to help analyze and resolve tool issues.
Gain engineering-level knowledge and troubleshooting skills of highly complex systems by working with marketing, development engineering, logistics, and field service teams. The systems include optics, electronics, mechanical and pneumatic components, software, and algorithms.
Standardize solutions that will benefit all customers including defining the best-known methods (BKM).
Participate in multi-functional product teams with a focus on customer satisfaction and operational excellence.
Act as a two-way conduit for information transfer between the development engineers and field service teams who provide product maintenance and support.
Gather and analyze data and logs from the tools to identify sources of systematic issues, including technical, process, facilities, and user errors.
Help develop and detail technical service procedures for proper knowledge gaining.
Respond to situations where field service engineers have failed to resolve complicated system performance problems, by providing written plans of action by e-mail, on phone, or at customer sites in the US, Asia, and Europe.
Writing technical reports to communicate issues, analysis, technical assessments, system status, best-known-methods, and engineering recommendations.
Backfill or over-support Field Service teams in case.
Minimum Qualifications
STEM Bachelor's Level Degree, Master’s Degree Preferred
2-5 years of experience or equivalent combination of education and experience in optical and/or electromechanical systems. Semiconductor capital equipment experience is strongly preferred.
Previous technical support and experience in system-level troubleshooting, as well as driving multi-disciplined teams to resolve sophisticated problems preferred.
Ability to quickly diagnose problems through analysis of inspection reports, system log files, system parametric diagnostic data, and other test results, and provide solutions.
Ability to act independently and with a minimum of planning, drive work to resolution, including post-mortem and standardization actions.
Excellent oral and written communication skills.
Willing to travel (domestic and international) 30-50% annually.
Experience on KLA LS products and handlers preferred