Field Service Engineer

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/Preferred Qualifications

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 in 2019 we invested 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.

Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.  Represents the company to the customer and assumes accountability for customer satisfaction with service.  Assures operational quality of system equipment.  Coordinates actions with customers to minimize down time.  Provides assistance to Installation Engineers and less experienced CSEs in resolving problems. 

A CSE providing service support for customers in California U.S. will support customers located primarily in CA, USA. The CSE is responsible for providing tool repair, customer management, and performing all associated logistics tasks. The CSE must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment. The CSE must be self-motivated and driven to provide the best support for KLA customers. The CSE must demonstrate excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role. The CSE will be required to travel as needed to support customers throughout the USA.

Primary 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 system 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.

Skills Needed:

• 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 Surfscan Sp3/5 and Sp7 products preferred but not required.

Education/Experience:

• BS, AA, or equivalent years of experience