KLA-Tencor Careers

Customer Support Engineer (Fort Collins, CO)

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Company Overview

Calling the adventurers ready to join a company that's pushing the limits of nanotechnology to keep the digital revolution rolling. At KLA-Tencor, we're making technology advancements that are bigger—and tinier—than the world has ever seen.

Who are we?  We research, develop, and manufacture the world's most advanced inspection and measurement equipment for the semiconductor and nanoelectronics industries. We enable the digital age by pushing the boundaries of technology, creating tools capable of finding defects smaller than a wavelength of visible light. We create smarter processes so that technology leaders can manufacture high-performance chips—the kind in that phone in your pocket, the tablet on your desk and nearly every electronic device you own—faster and better. We're passionate about creating solutions that drive progress and help people do what wouldn't be possible without us.  The future is calling. Will you answer?

Group/Division

The Customer Group (CG) team is our field based, customer facing organization consisting of Sales, Marketing, Applications, Finance, Human Resources, Facilities & IT.  They partner closely with our customers to provide a comprehensive portfolio of products, services, software and expertise, to help them manage yield throughout their fabrication process—from research and development to final volume production.  Responsibilities of this group include maintaining strategic client relationships, identifying and closing sales opportunities, ensuring our products meet performance capabilities & expectations, providing critical solutions for improved yield performance, and collecting requirements for future products by understanding customer processes and technology trends.  Partnering with our service organization and factory divisions, this diverse and dynamic team helps ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.  

Responsibilities

  Responsibilities 

  • Provide customer service support a variety of advanced KLA-Tencor products.
  • Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.
  • Knowledge of computer theory, various operating systems and applicable operating system software knowledge, 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 the system is down for service and  may effect customer manufacturing area.
  • Maintain Preventive maintenance schedule and execute on all PMs per schedule.
  • Respond promptly to system failures.
  • Assist customer with all system issues.
  • Assist on system installations as needed.
  • Assist Tech Support on all onsite system escalations.
  • Provide first level Applications support.
  • Focal point for all customer service related issues.
  • Create service reports for all service requests utilizing the CRM database.
  • Manage individual inventory account.
  • Travel to other customer sites for customer service support as needed.
  • Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
  • Cross Train on multiple products.
  • Attainment of Certification Level 3 or PM Training. Basic proficiency in systems level repair of a product within a family is required.
  • Must maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team.

Preferred Qualifications

  • Semiconductor industry process knowledge.
  • Experience on Semiconductor defect inspection equipment preferred.
  • BS in engineering or physics (or related areas).
  • 6 years plus in field service or equipment related experience on Semiconductor capital equipment.
  • Excellent oral and written communications skills.
  • Strong customer service skills
  • Team performer and ability to travel as needed.

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Minimum Qualifications

  • Master's Level Degree with at least 4 years of experience OR
  • Bachelor's Level Degree with at least 5 years of experience OR
  • Equivalent combination of education and experience

Equal Employment Opportunity

KLA-Tencor is an Equal Opportunity Employer. Applicants will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.

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