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KLA is seeking a highly skilled individual to join our KLA Services team, which is dedicated to providing exceptional service and support to our customers in the semiconductor manufacturing ecosystem. As a member of this team, you will play a crucial role in evaluating, analyzing, diagnosing, and troubleshooting technical equipment problems, either via telephone or directly at customer sites. Your primary goal will be to ensure that our equipment enhances customer production and operational efficiency. In this position, you will be responsible for repairing complex system-level problems that may arise, often without standard procedures to follow. You will represent KLA to our customers, taking accountability for their satisfaction with our services. This includes coordinating actions with customers to minimize downtime and ensuring the operational quality of system equipment. You will also assist Installation Engineers in resolving issues and prepare detailed field service reports documenting customer support activities and recurring problems. Building positive relationships with customers is essential, as you will be tasked with increasing customer satisfaction by effectively resolving sophisticated requests and issues. Additionally, you will contribute to the knowledge management systems by capturing, reusing, collaborating, and improving upon existing knowledge. You will handle return materials authorization (RMA) processes to ensure that customer returns, exchanges, and repairs are executed swiftly and accurately. As part of your role, you will execute technical critical issues with detailed problem statements and collaborate with the system engineering technical team at customer sites. While the estimated travel for this position is around 20% after completing the necessary training, most of your responsibilities will be performed in the office or at customer sites, supporting various projects and initiatives. This position requires a strong educational background, with a Doctorate, Master's, or Bachelor's degree in a relevant field, along with corresponding years of related work experience. KLA offers a competitive and comprehensive total rewards package, including medical, dental, vision, life insurance, 401(K) with company matching, employee stock purchase program, tuition reimbursement, and various wellness benefits. We are committed to fostering an inclusive workplace and ensuring equal opportunities for all employees.
