Customer Support Engineer - Vancouver, WA.

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. Position is based in Vancouver, WA.

Primary product supported: SPTS and SP1

The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites.

Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site. Ensure equipment enhances customer production. Repair and modify equipment at customer facility. Evaluate equipment to determine type and extend of problem. Repairs involve board-level troubleshooting 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 issues are based on CSEs technical knowledge, education, and training. Board vs.system level troubleshooting is split ~50/50. In analyzing and diagnosing equipment issues, CSEs may access and determine a 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. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.

Prepare quotes for customers based on labor, travel expenses incurred and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc. Cross train and assist other field service engineers as appropriate.

Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines. The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.

Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Bachelor's Level Degree or work experience of 3 years

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

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