Company Overview
KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.Group/Division
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.Job Description/Preferred Qualifications
Company Overview
KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research, and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling hard problems. There is never a dull moment with us.
The Product Support Organization consists of 5 pillars - New Product Introduction, Product Installation, Technical Support, Sustaining Product Support, and Service Engineering – which support our mission to increase the customer value of KLA assets. The Technical Support team function is to provide best-in-class product support by delivering better plans of action (POAs) and standardizing solutions.
Job Description
Primary Responsibilities:
Lead a worldwide team of Technical Support Engineers (TSE) and Technical Support Supervisors to respond to issues where first-line customer support has been unable fix problems in malfunctioning equipment. Support TSEs and Supervisors by removing obstacles as they seek to solve difficult problems requiring in-depth system knowledge and understanding of operating principles. Coach team members to exercise sound judgment within broadly defined practices and policies in selecting methods, and techniques for achieving results. If the depth of technical understanding requires, direct or lead the consultation with other teams (engineering, manufacturing, installation) to define the best course of action. Ensure team members clearly document new diagnostic and resolution processes/protocols and technical findings by generating service reports.
When required, provide status of resolution updates directly to customers for highly transparent critical issues.
Additional responsibilities may include:
Create and support training plans for all directly reporting TSEs. Create and support individual development plans (IDPs) for top performers/high potential reports.
Ensure TSEs report design, reliability, and maintenance problems to the appropriate engineering or manufacturing organization. Assist in the alignment of preventive or mitigation actions.
Calculate the value and provide detailed requirements for proposed Continuous Improvement Projects (CIPs) that resolve or prevent recurring system-level problems.
Promote a culture of continuous learning and improvement, where TSEs independently develop and document solutions and Best Known Methods (BKMs) and update corresponding training curriculum.
Drive Technical Support Engineer overtime and administrative compliance with existing policies. Challenge policies that lack efficacy.
Drive continuous improvement of role-specific metrics: Plan of Action success rates, Level 3 and Level 4 critical issue occurrence rates, and time to resolution.
Act as Technical Support representative for new product development. Collaborate with PSO counterparts, Manufacturing, and Systems Engineering to align design improvement requirements for new products based on field-facing experience.
Preferred Qualifications:
Semiconductor capital equipment industry experience.
Minimum Qualifications
STEM Bachelors with 3-5 years of demonstrated experience or equivalent combination of education and experience in optical and/or electromechanical systems.
5 years experience as a supervisor/manager –OR-- directly engaged in system level root cause identification and problem resolution, leading/driving multi-disciplined teams to resolve complex problems.
Demonstrated ability to act independently to initiate the planning and to drive work to problem resolution, including post-mortem actions.
Ability to quickly diagnose problems through analysis of inspection reports, system log files, system parametric diagnostic data and other test results, and provide solutions.
Experience in project management, customer relations, leading/driving multi-disciplined teams to resolve sophisticated issues.
Travel Required <20% (usually <10%)
The company offers a total rewards package that is competitive and comprehensive including but not limited to the following: 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, and family care and bonding leave.
KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.
Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to talent.acquisition@kla.com to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.