Technical Product Support Engineer -Semiconductor Equipment Escalations

KLA•Phoenix, AZ

3d•$33 - $48•Onsite

About The Position

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. The Jumper Team is a forward-thinking, strategic, and highly flexible technical-support team built to go where the toughest, most cutting-edge problems are. As newly ramping products scale across our customers, this team deploys to the front line, stabilizes the most meaningful system issues, and turns hard-won lessons into Best-Known-Methods that make the entire fleet stronger. It is a high-visibility role with broad engineering touchpoints — you will partner directly with build, sustaining, and field teams, and your work will directly develop how KLA supports its next generation of products. This role focuses on our advanced panel-process platforms and the fast-growing panel and OSAT (Outsourced Semiconductor Assembly and Test) customer segment — an exciting inflection area of the business — and offers strong growth potential for engineers who want to build deep, differentiated expertise while making a transparent, measurable impact. Act as a two-way conduit between the engineers who design KLA products and the field service teams responsible for product maintenance and support. This is not an IT help desk role. This is a hands on role troubleshooting semiconductor equipment.

Requirements

Master's Level Degree and related work experience of 0 years; Bachelor's Level Degree and related work experience of 2 years; OR equivalent relevant work experience
Mechanical, electronics, and electrical interface diagnostics and fixing.

Nice To Haves

Bachelor’s degree with 1–2 years of demonstrated experience, or an equivalent combination of education and experience in an engineering
Willingness to work in a clean-room environment and to travel up to 50%, including resident / extended deployment at customer sites in Asia.
Ability to act independently with minimal planning and drive work to resolution, including post-mortem actions.

Responsibilities

Respond to situations where field service engineers have not resolved highly technical system-performance issues — by providing written plans of action (POA) or hands-on assistance on-site, primarily across USA and in some cases Europe.
Provide burst / surge support to customer sites experiencing unplanned demand or lacking local headcount, and deliver over-support to newly ramping panel-process installations.
Capture Best-Known-Methods (BKMs) and troubleshooting procedures from each engagement and document them into KLA’s internal knowledge systems so follower sites resolve the same issues faster.
Assemble and analyze data from system populations at remote customer sites to identify the sources of technical, process, and people-based issues.
Participate in strategic beta and sustaining escalation efforts; analyze data from multiple sources and work with Engineering to produce a detailed action plan suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).
Write technical reports communicating issues, analysis, system status, best-known-methods, and engineering recommendations.
Train KLA support personnel, including tech support and customer support engineers.
Take a proactive approach to improving service quality, cycle time, and profitability at the sites served.
Report design, reliability, and maintenance problems to the appropriate engineering or manufacturing organization.
Detail system problems and work with Service Sustaining Engineering on Continuous Improvement Project (CIP) opportunities.
Develop and document new troubleshooting procedures and Best-Known-Methods (BKMs).
Support the team’s success measure — the reduction of Mean Time To Repair (MTTR) at follower sites as captured BKMs are adopted (not simply the count of BKMs produced).