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.
Additional Responsibilities
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).
Minimum Qualifications
Bachelor’s degree with 1–2 years of demonstrated experience, or an equivalent combination of education and experience in an engineering applications discipline.
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.
Mechanical, electronics, and electrical interface diagnostics and troubleshooting.
About KLA
We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.
Use of AI Statement
At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.
We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.
KLA is proud to be an equal opportunity employer.
