Customer Support Engineer

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. The Global Service Support Organization (GSS) 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 GSS 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

At KLA each employee contributes to the advancement of humanity and technology through our industry leading tools and solutions. Join us to play your part in the KLA story in Northern Belgium.

A Customer Support Engineer at KLA is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing of highly sophisticated capital equipment at customer sites.

Key responsibilities:

• Responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairingof highly complex capital equipment at customer sites.
• Represents the company to the customer and assumes accountability for customer satisfaction with service.
• Provides assistance to Installation Engineers and other Customer Support Engineer’s in resolving problems.
• Repairing of system level problems (which have multiple causes and for which no standard procedures exist)
• Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
• Assures operational quality of system equipment.
• Coordinates actions with customers to minimize down time.
• Prepares quotes for customers based on labour, travel expenses incurred and parts needed.
• Travel is required to various customer sites for this role.

Skills and experience

• Bachelor’s level Degree in Engineering or related subject.
• Experience with troubleshooting techniques in repairing complex microprocessor controlled electro-mechanical systems.
• Well-able to read and interpret electronic/electro-mechanical schematics and drawings.
• Ability to address overall system issues (hardware, software, networking, automation, applications); ability to drive customer improvement programs, change order programs.
• Understanding of customer application/utilization of assigned equipment set in production environment
• Excellent analytical problem-solving skills
• Creative thinking approach to deal with customer challenges and needs

Minimum Qualifications

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