Customer Service Engineer

KLA•Beaverton, OR

11h•$25 - $43•Onsite

About The Position

The Customer Service Engineer is primarily responsible for maintaining, troubleshooting, diagnosing, and repairing KLA’s complex capital equipment at customer sites. The role uses technical knowledge, education, and training to identify and correct system-level issues, reduce equipment downtime, and maintain operational quality. The engineer completes ongoing training on KLA products and develops detailed knowledge of semiconductor capital equipment, diagnostic techniques, and field troubleshooting. The position also includes documenting customer support activities, preparing repair quotes, representing KLA as a subject matter expert, and maintaining customer satisfaction. The engineer coordinates with customers and internal teams, supports equipment startup and relocation, mentors junior engineers, and contributes to sharing and improving technical knowledge. International and domestic travel is required. The role may involve varied shifts, compressed workweeks, overtime, and on-call work as needed.

Requirements

Associate degree from an accredited school in an electronics or electro-mechanical discipline, or equivalent military technical training.
Ability to work in a cleanroom while wearing personal protective safety equipment or a cleanroom suit.
Ability to frequently bend, stoop, reach, walk, sit, twist, squat, kneel, climb, and stand for extended periods to perform job tasks.
International and domestic travel is required.
Flexibility to work a variety of shifts, including compressed workweeks, overtime, and on-call work if needed.

Nice To Haves

Basic semiconductor industry process knowledge.
Proficiency in basic computer skills and Microsoft Office Suite.
Proficiency with software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems, schematics, diagrams, and operation manuals.
Strong written and verbal communication skills.
Solid analytical, problem-solving, and decision-making skills.
Good interpersonal and communication skills for understanding customer needs.
Ability to work under pressure and meet stringent timelines to minimize customer impact and system downtime.
Ability to maintain excellent working relationships with customers, customer support engineers, applications engineers, technical support, and the sales team.

Responsibilities

Maintain, troubleshoot, diagnose, and perform quality on-site repairs of KLA capital equipment at customer sites.
Drive system-level corrective actions and repairs to isolate issues and minimize equipment downtime, interruptions, and malfunctions.
Complete ongoing technical training on KLA products and develop knowledge of semiconductor capital equipment, diagnostic techniques, and field troubleshooting.
Prepare field service reports and document recurring issues for other supporting functions.
Assist with and prepare customer repair quotes based on required parts, failure causes, repair time, and costs.
Represent KLA as a subject matter expert and be accountable for customer satisfaction.
Assure the operational quality of system equipment and coordinate with customers to minimize downtime.
Assist Installation and Upgrade Engineers in resolving equipment startup and relocation problems.
Provide mentorship, coaching, cross-training, and technical assistance to junior engineers.
Capture, reuse, share, and improve knowledge using available systems.