KLA Careers

Customer Service Engineer

Company Overview

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.

Group/Division

With over 40 years of semiconductor process control experience, chipmakers around the globe rely on KLA to ensure that their fabs ramp next-generation devices to volume production quickly and cost-effectively. Enabling the movement towards advanced chip design, KLA's Global Products Group (GPG), which is responsible for creating all of KLA’s metrology and inspection products, is looking for the best and the brightest research scientist, software engineers, application development engineers, and senior product technology process engineers.

The Broadband Plasma Division (BBP) provides market-leading patterned wafer optical inspection systems for leading-edge IC manufacturing. Logic, foundry, and memory customers depend on BBP products to detect yield-critical defects for process debug and excursion monitoring at advanced process nodes.    

BBP flagship products include the 29xx and 39xx series which leverage Broadband Plasma technology to capture a wide range of defects with ultimate sensitivity at the optical inspection speeds needed for inline defect monitoring.

 

Responsibilities

PRIMARY PURPOSE:
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.

RESPONSIBILITIES:
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.

SUPERVISION REQUIRED:
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.

Qualifications

N/A

Related Careers