KLA-Tencor Corporation, a leading provider of process control and yield management solutions, partners with customers around the world to develop state-of-the-art inspection and metrology technologies. These technologies serve the semiconductor, data storage, LED, and other related nanoelectronics industries. With a portfolio of industry-standard products and a team of world-class engineers and scientists, the company has created superior solutions for its customers for more than 35 years. Headquartered in Milpitas, Calif., KLA-Tencor has dedicated customer operations and service centers around the world. Additional information may be found at www.kla-tencor.com.
The Global Service Support Organization (GSS) team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Product Training, and Technical Support. The GSS 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.
Primarily responsible for customer service activities associated with modifying, 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 in resolving problems.
Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and modifies equipment at customer facility. Evaluates equipment to determine type and extend of problem. Repairs involve board problems which can be performed using standard procedures as well as system level problems which have multiple causes and no standard procedures exist. Repair of system level problems are based on CSE's technical knowledge, education and training. Board problems vs. system level problems are split 50/50. In analyzing and diagnosing equipment problems, CSE's may access and determine problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions.
Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
Travels by car or airplane to customer facility.
Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
Cross trains and assists other field service engineers as appropriate.
Prepares reports on customer support activity and provides documentation to engineering, marketing and sales on a re-occurring problems. Makes recommendations for improvements.
Independently prepares quotes for customers based on labor, travel expenses incurred and parts needed. CSE's use discretion in preparing quotes based on reason for equipment failure, time to prepare, etc.
KNOWLEDGE AND SKILL:
Certification Level 3 - Proficiency in systems level repair of 1 or more products within a family is required. Advanced electronics skills. Ability to troubleshoot problems in software and electronic systems. Knowledge of optics and lasers, computer theory and applicable operating system knowledge. Good mechanical and analytical skills. Strong interpersonal/communication skills in understanding customer needs. Ability to work under pressure and stringent timelines since failure of company equipment may shut down customer manufacturing area. Must sucessfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
EDUCATION AND EXPERIENCE:
BSEE or BSET degree or equivalent work experience in supporting complex capital equipment for the semiconductor industry is required. Must obtain KLA-Tencor certification level 3 as well as ongoing certification. Requires re-certification every 18 months.
The nature of work requires that Customer Support Engineers work highly independently; only occasionally (approximately 20% of time) requiring guidance from management. Customer Service Engineers are required to contact management on a daily basis (twice each day) to report activities. Customer Support Engineers spend approximately 50% of time in office resolving equipment problems via phone and 50% of time at customer site.