Field Support Electronics-Mechanical Engineer

$67,309 - $114,400/Yr

KLA - Milpitas, CA

Full-time - Mid Level

Milpitas, CA

Computer and Electronic Product Manufacturing

About the position

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. The Field Support Electronics-Mechanical Engineer will primarily be responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. This role represents the company to the customer and assumes accountability for customer satisfaction with service, ensuring operational quality of system equipment. The engineer will coordinate actions with customers to minimize downtime and provide assistance to Installation Engineers and less experienced Customer Service Engineers (CSEs) in resolving problems. The CSE will support customers located primarily in California, USA, providing tool repair, customer management, and performing all associated logistics tasks. The role requires good troubleshooting skills and proficiency in working on electro-mechanical equipment within a cleanroom environment. The CSE must be self-motivated and driven to provide the best support for KLA customers, demonstrating excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role. Travel will be required as needed to support customers throughout the USA. The engineer will maintain excellent working relationships with customers, CSEs, applications engineers, technical support, and sales teams. Responsibilities include evaluating, analyzing, diagnosing, and troubleshooting technical equipment problems at customer sites, maintaining preventive maintenance schedules, repairing and updating equipment, preparing field service reports, and providing guidance and technical assistance to Installation Engineers and less senior CSEs. The role also involves managing individual inventory accounts and assisting in the preparation of quotes for customers based on labor, travel expenses, and parts needed. The engineer will conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications, contributing to the capturing, re-use, collaboration, and improvement of knowledge using available systems.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Be the primary focal point of contact for all customer service-related issues.
• Maintain excellent 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 all system issues to ensure equipment enhances customer production.
• Maintain preventive maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
• Repair and update equipment at customer sites, including system-level problems based on technical knowledge, education, training, and certification.
• Access and determine problems existing in customers' processes and recommend shutdown of a customer fab due to unsafe conditions if necessary.
• Prepare field service reports on customer support activity and provide documentation to other supporting functions on recurring problems.
• Create service reports for all service requests using the CRM database.
• Cross-train and assist other field service engineers as needed.
• Assist Tech Support on all onsite system escalations.
• Provide first-level applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory account.
• Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire thorough knowledge of company products, diagnostic techniques, and practical application of service aids.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training.

Requirements

• Associates or bachelor's degree in electronics or mechanical engineering.
• 5+ years of experience in the semiconductor field preferred.
• Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, various operating systems, and applicable operating system software knowledge, and networking in a Windows, Unix, or Novell environment.
• Good interpersonal and communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines.

Nice-to-haves

• Experience with KLA Surfscan Sp3/5 and Sp7 products preferred but not required.

Benefits

• Medical, dental, vision, life, and other voluntary benefits.
• 401(K) including 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.