Technical Support Engineer
About The Position
The Technical Support Engineer is part of KLA Services, which provides support to customers using KLA equipment and works to maximize the value of customers’ KLA assets. The role supports Customer Service Engineers in diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment and computer systems with sophisticated software solutions. The engineer owns escalated field issues that Customer Service Engineers have been unable to resolve at customer sites, identifies the underlying problem, aligns resources, performs gap analysis, and develops plans of action. The role works with engineering teams and facilitates multi-team discussions to resolve technical issues, identifies standardization opportunities, and drives postmortem plans. It also supports new product introductions, product sustaining, and cost-of-service reduction through improvement suggestions and participation in or ownership of project and continuous-improvement activities. The role may involve customer equipment installation, relocation, upgrades, and training KLA personnel. Regional and worldwide travel is required to support escalated issues onsite, estimated at 30–50%.
Requirements
- Bachelor's degree and 5 years of related work experience, or equivalent work experience.
- Experience troubleshooting optomechanical and/or mechatronics subsystems.
Nice To Haves
- Fundamental understanding of or experience troubleshooting optical/electro-mechanical subsystems.
- Experience with KLA Laser Scanning Systems.
Responsibilities
- Assist Customer Service Engineers with diagnosing, troubleshooting, and debugging sophisticated optical/electro-mechanical equipment and computer systems with sophisticated software solutions.
- Lead and own solutions for field issues that Customer Service Engineers cannot resolve at customer sites.
- Identify the underlying problem, align resources, conduct gap analysis, and provide plans of action.
- Work with engineering teams and host multi-team meetings to discuss technical issues in detail and drive them toward resolution.
- Identify standardization actions and drive postmortem plans.
- Travel within the region and worldwide to provide onsite support for escalated issues.
- Support new product introductions, product sustaining, and cost-of-service reduction by suggesting improvements and participating in or owning project and continuous-improvement activities.
- May support customer installation, relocation, and equipment upgrades, and provide training to KLA personnel.
Benefits
- Medical, dental, vision, life, and other voluntary benefits.
- 401(k) with company matching.
- Employee stock purchase program (ESPP).
- Student debt assistance.
- Tuition reimbursement program.
- Development and career growth opportunities and programs.
- Financial planning benefits.
- Wellness benefits, including an employee assistance program (EAP).
- Paid time off and paid company holidays.
- Family care and bonding leave.
- Performance incentive programs may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
