KLA Customer Support Engineer - Hefei Campus 

China, Anhui, Hefei City 

519307545

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and in 2019 we invested 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us. 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

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.

Qualifications

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 successfully 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/BSET or above degree. 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.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer