Customer Service Engineer

KLA•Hillsboro, OR

9d•Onsite

About The Position

The Customer Service Engineer is primarily responsible for maintenance, troubleshooting, diagnosis, and quality on-site repair of KLA’s complex capital equipment at customer sites. The role uses technical knowledge, education, and training to identify system-level issues and complete corrective actions that minimize equipment downtime, interruptions, and malfunctions. The engineer completes ongoing product training and develops detailed knowledge of semiconductor capital equipment, diagnostic techniques, and practical field troubleshooting. The position includes documenting customer support activities, reporting recurring issues to supporting functions, preparing repair quotes, and serving as a subject matter expert accountable for customer satisfaction. The engineer coordinates with customers to assure equipment quality and minimize downtime, assists installation and upgrade engineers with startup and relocation issues, mentors junior engineers, and contributes to knowledge sharing and improvement. The role may involve domestic and international travel, cleanroom work, varied shifts, overtime, and on-call work as needed.

Requirements

Minimum of an associate degree from an accredited school in an electronics or electro-mechanical discipline, or equivalent military technical training.
Able to work in a cleanroom while wearing personal protective safety equipment or a cleanroom suit.
Able to frequently bend, stoop, reach, walk, sit, twist, squat, kneel, climb, and stand to perform job tasks for extended periods.
Flexibility to work a variety of shifts, including compressed workweeks, overtime, and on-call as needed.
Basic computer skills and proficiency with 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 to understand customer needs.
Ability to work under pressure and with 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.

Nice To Haves

Basic semiconductor industry process knowledge.

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, diagnostics, and field troubleshooting.
Prepare field service reports and document recurring issues for supporting functions.
Assist with and prepare customer quotes for equipment repairs based on required parts, failure causes, time, and costs.
Represent KLA as a subject matter expert and take accountability for customer satisfaction.
Assure 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, collaborate on, and improve knowledge using available systems.