KLA Careers

Engr, Tech Supp 3

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, 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 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, Engineering, 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.

Responsibilities

Be part of a new and growing process control market for KLA.

Being a fast learner, you will be able to craft the South Korea support team by bringing new creative ideas to the table and by being passionate about customer happiness and creative problem solving. The ideal candidate will be a self-starter interested in solving operational and technical problems as well as working effectively as part of a cross-functional team while applying customer management skills.

As a technical support engineer, you will be actively engaged in improving KLA's advanced optical and other metrology systems, how we support our customers and the service teams which support them. You will be based in the KLA office based in Dongtan, South Korea and work in a globe-spanning team.

After successfully completing product training and certification, this position will quickly be assigned to working with KLA's customers, business units and assisting field engineers, with appropriate manager support and mentorship, during product service including corrective maintenance activities. As well as helping with some of the operational aspects of the service business.

Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

Specific Responsibilities Include:

  • Participating and contributing to service alert calls with field service engineers and development engineers to help evaluate and resolve tool issues.
  • Gaining an engineering level knowledge of and troubleshooting skills of highly complex, leading edge systems by working with the marketing, development engineering, logistics and service teams. The systems include optics, electronics, mechanical components, custom software and algorithms.
  • Playing a large role in continuously improving products with respect to design for measurement performance, reliability and serviceability
  • Standardizing solutions that will benefit all customers including defining best known methods
  • Participating on multi-functional product teams with a focus on customer satisfaction and operational excellence
  • Acting as a two-way conduit for information transfer between the engineers who are responsible for designing our products and field service teams who provide product maintenance and support
  • Gathering and analyze data from systems populations at customer sites to identify sources of systematic issues, including technical, process, and people-based issues
  • Helping develop and document technical service procedures
  • Developing new training materials which may include written documents, video tutorials and on-line web based training.
  • Responding to situations where field service engineers have failed to resolve complex system performance problems, by providing written plans of action by e-mail or on-site hands-on assistance
  • Writing technical reports to communicate issues, analysis, technical assessments, system status, best-know-methods, and engineering recommendations
  • Taking a proactive approach to improving service quality and profitability
  • Customer Issue and General Request Management

 

Qualifications

Bachelor's Level Degree, Master’s Degree Preferred

5 years of proven experience preferred. Works on sophisticated problems where analysis of situations or data requires an in-depth evaluation of various factors. Results oriented and driven to excel. Enjoys troubleshooting, teaching, working with groups of people, and explaining complex things as simply as possible. Strong analytic and data analysis skills. Excellent oral and written communication skills. Ability to work effectively in multidisciplinary, multicultural teams and to take a leadership role when needed. Quick grasp of sopohisticated technical information. Natural curiosity, inventiveness, and an interest in making things work better.

Previous technical support experience is preferred. Having electronic and electromechanical skills in solving complex systems issues. Optomechanical skills are highly preferred. Strong communications and leadership skills desired. Semiconductor capital equipment support experience desired. Graduate degree a plus.

 

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