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About the Role

KLA Services is seeking a Customer Support Engineer (CSE) to provide service support for customers primarily in Houston/Sugarland, TX. The CSE will be responsible for tool repair, customer management, and associated logistics, requiring strong troubleshooting skills and proficiency in electro-mechanical equipment within a cleanroom environment. This role demands a self-motivated individual with excellent communication skills, capable of traveling as needed to support global customers.

Responsibilities

Provide customer service support for advanced KLA products and act as the primary contact for service-related issues.
Maintain strong working relationships with customers, CSEs, applications engineers, technical support, and sales teams.
Evaluate, diagnose, and troubleshoot technical equipment problems at customer sites, assisting with system issues and ensuring equipment enhances customer production.
Perform Preventive Maintenance (PM) on KLA tools according to schedule.
Repair and update equipment at customer sites, including system-level problems.
Assess customer processes for potential issues like chemical leaks or contamination and recommend fab shutdowns if unsafe conditions are detected.
Prepare Field Service Reports on customer support activities and document recurring problems.
Cross-train and assist other field service engineers.
Support onsite system escalations with Tech Support.
Provide first-level Applications support.
Guide Installation Engineers on equipment installations and dismantling.
Mentor less senior CSEs.
Manage individual inventory accounts.
Assist in preparing customer quotes for labor, travel, and parts.
Conduct customer orientation and technical training on equipment maintenance and user applications.
Contribute to knowledge capture, reuse, collaboration, and improvement.
Complete ongoing technical training to gain thorough knowledge of company products, diagnostic techniques, and service aids.
Cross-train on multiple products.

Requirements

Troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
Understand computer theory, various operating systems, applicable operating system software, and networking in a Windows, Unix, or Novell environment.
Possess good interpersonal and communication skills to understand customer needs.
Ability to work under pressure and meet stringent timelines.
Ability to travel as needed to support customers worldwide.
BS degree or equivalent years of experience (2-5 years).

Skills

Troubleshooting
Electro-mechanical equipment repair
Customer management
Logistics
Cleanroom environment operation
Written communication
Verbal communication
Software troubleshooting
Electronics troubleshooting
Optics troubleshooting
Mechanical troubleshooting
Electro-mechanical troubleshooting
Electro-optical systems troubleshooting
Computer theory
Operating systems knowledge
Networking (Windows, Unix, Novell)
Interpersonal skills
Precision hand tool usage

Location

Houston/Sugarland, TX
Worldwide

Work Type

Field Service
Full-time

Experience Level

2-5 years

Education Level

BS degree

Salary/Compensations

$29.19 - $49.62 Per Hour

Benefits

Participation in performance incentive programs
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
Paid company holidays
Family care and bonding leave

About the Company

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem.
KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.
KLA focuses on innovation and invests 15% of sales back into R&D.
Expert teams of physicists, engineers, data scientists and problem-solvers work with leading technology providers to accelerate the delivery of tomorrow’s electronic devices.
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.

Equal Opportunity

KLA is proud to be an Equal Opportunity Employer.
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.
For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.