Semiconductor Field Service Engineer

KLA•Boise, ID

4d•$25 - $43•Onsite

About The Position

KLA’s Services organization supports the value and performance of customers’ KLA assets through installation services, technical support, service engineering, and parts delivery. The Semiconductor Field Service Engineer (CSE) primarily performs customer service activities for highly complex capital equipment at customer sites and trade shows, including updates, troubleshooting, diagnosis, and repair. The role represents KLA to customers, is accountable for customer satisfaction and equipment operational quality, and coordinates actions to minimize equipment downtime. This CSE supports Micron Technology, Inc. in Boise, Idaho, providing tool repair, customer management, and associated logistics. The engineer works on electromechanical equipment in a cleanroom environment and communicates regularly with customers, coworkers, and management. The position also supports installations and escalations, trains and advises colleagues and customers, maintains required product certifications, and completes ongoing technical training.

Requirements

Bachelor’s degree or equivalent years of experience; the minimum qualifications specify a bachelor’s-level degree and zero years of related work experience.
Ability to troubleshoot software, electronics, optics, mechanical, electromechanical, and electro-optical systems.
Understanding of computer theory, operating systems, applicable operating-system software, and networking in a Windows, Unix, or Novell environment.
Good interpersonal and communication skills, including the ability to understand customer needs.
Ability to work under pressure and stringent timelines when service downtime may affect a customer’s manufacturing area.
Ability to perform the stated physical activities, including walking, lifting and carrying up to 50 pounds, turning, twisting, grabbing, kneeling, bending, stretching, standing, and sitting.
Ability to travel by car or commercial transportation to customer facilities.
Ability to use precision hand tools for coarse and fine adjustments and work in tight spaces.
Ability to wear a full cleanroom suit, face mask, and personal protective equipment such as goggles, gloves, and safety shoes.

Responsibilities

Provide customer service support for a variety of advanced KLA products and act as the primary contact for customer service issues.
Maintain working relationships with customers, CSEs, applications engineers, technical support, and sales teams.
Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer sites; assist customers with system issues and help ensure equipment supports production.
Maintain preventive maintenance schedules for KLA tools and complete preventive maintenance according to schedule.
Repair and update customer-site equipment, including complex system-level problems without standard procedures, using technical knowledge, education, training, and certification.
Identify problems in customer processes, including chemical leaks or contamination, and recommend shutting down a customer fab when unsafe conditions warrant it.
Prepare field service reports and document customer support activity and recurring problems for supporting functions; create service reports for all service requests in the CRM database.
Cross-train and assist other field service engineers, and assist Technical Support with onsite system escalations.
Provide first-level applications support.
Guide and provide technical assistance to Installation Engineers during equipment installation and dismantling.
Provide guidance to less senior CSEs.
Manage an individual inventory account.
Assist with customer quote preparation based on labor, travel expenses, parts, equipment failure, and repair time, and assist regional administration as needed.
Conduct customer orientation and technical training on equipment maintenance support and user applications.
Capture, reuse, share, and improve knowledge using available systems.
Complete ongoing technical training, cross-train on multiple products, and attain and maintain at least Certification Level 3 or PM training and basic proficiency in system-level repair of a product within a family.