KLA 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 has dedicated customer operations and service centers around the world. Additional information may be found at www.kla-tencor.com.
The Global Customer Organization (GCO) 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. This diverse and dynamic team partners with KLA’s service organization and factory divisions to help ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.
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 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.
eBeam / SEM background will be a plus.