Technical Support Engineer

KLA•Phoenix, AZ

43d•$33 - $55•Onsite

About The Position

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts. The Technical Support Engineer will be responsible for providing assistance and support to the Customer Service Engineers in diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment, computer systems coupled with complex software solutions. Be the lead/owner and provide solutions to field raised issues where the Customer Service Engineer has been unable to resolve these issues in the systems at customers’ sites, including thoroughly recognizing the real problem, aligning for resources, gap analysis, providing POAs; or, if the depth of technical understanding requires, reporting to relevant other engineering teams, host meetings of multiple teams to discuss the technical issues in details, acquire POAs with consensus until issues resolved. Be able to complete this with a timely manner. Be available to travel within region and worldwide to support escalated issues on site. Travel percentage estimated to be 25-50% domestic and international Able to clearly detail troubleshooting processes, technical findings, provide service and postmortem reports. Supporting NPI and product sustaining/cost of service reduction by suggesting on improvement opportunities, participating, or owning certain operations in new project introductions and/or continuous improvement projects. May be involved in customer installation, relocation, and upgrade of equipment as well as providing training to KLA and non KLA personnel.

Requirements

Master's Level Degree and 0 years related work experience; OR Bachelor's Level Degree and 2 years related work experience; OR equivalent work experience.

Responsibilities

Provide assistance and support to Customer Service Engineers in diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment, computer systems coupled with complex software solutions.
Act as lead/owner to provide solutions for field-raised issues that Customer Service Engineers are unable to resolve at customer sites.
Recognize the real problem, align resources, perform gap analysis, and provide Plans of Action (POAs).
Report to relevant engineering teams if deep technical understanding is required.
Host meetings with multiple teams to discuss technical issues in detail and acquire POAs with consensus until issues are resolved in a timely manner.
Travel within region and worldwide to support escalated issues on site (estimated 25-50% travel).
Clearly detail troubleshooting processes, technical findings, and provide service and postmortem reports.
Support NPI and product sustaining/cost of service reduction by suggesting improvement opportunities.
Participate in or own operations in new project introductions and/or continuous improvement projects.
May be involved in customer installation, relocation, and upgrade of equipment.
Provide training to KLA and non-KLA personnel.