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About the Role
Evaluate, analyze, diagnose, and solve technical equipment problems via telephone or at customer site. Ensure equipment improves customer production. Repair system-level problems at customer sites. Represent the company to the customer and assume accountability for customer happiness with service. Assure operational quality of system equipment. Coordinate actions with customers to minimize downtime. Provide assistance to Installation Engineers in resolving problems. Prepare field service reports and document recurring problems for supporting functions. Build positive customer relationships and increase satisfaction by resolving complex requests. Develop and manage return materials authorization (RMA) processes for efficient customer returns, exchanges, service, and repairs. Execute technical critical issues with detailed problem statements and collaborate with system engineering technical teams at customer sites.
Responsibilities
- Evaluate, analyze, diagnose and solve technical equipment problems via telephone or at customer site.
- Ensure equipment improves customer production.
- Repair of system level problems at customer sites.
- Represent the company to the customer and assume accountability for customer happiness with service.
- Assure operational quality of system equipment.
- Coordinates actions with customers to minimize down time.
- Provide assistance to Installation Engineer in resolving problems.
- Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
- Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues.
- Develop and handle return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
- Execute technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
Requirements
- Master's Level Degree and 0 years related work experience
- Bachelor's Level Degree and 2 years related work experience
Location
- USA-NY-Malta-KLA
Work Type
- Onsite
- Office
- Customer Site
Experience Level
- Entry Level
Education Level
- Master's Degree
- Bachelor's Degree
Salary/Compensations
- $29.19 - $49.62 Per Hour
Benefits
- Medical
- Dental
- Vision
- Life insurance
- 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
- 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.
- Virtually every electronic device is produced using KLA's technologies.
- 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 world-leading technology providers.
- The KLA Services team is headquartered in Milpitas, CA and consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.
- The KLA Services organization partners with field teams and customers in all business sectors to maintain high performance and productivity of products through a flexible portfolio of services.
- KLA Services comprehensive services include proactive management of tools, 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.
Equal Opportunity
- KLA is proud to be an Equal Opportunity Employer.
- KLA 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.
- Contact talent.acquisition@kla.com or +1-408-352-2808 to request accommodation.
- Be aware of potentially fraudulent job postings or suspicious recruiting activity.
- KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment.
- KLA does not work with any recruiters or third parties who charge such fees.
- KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers.
- If concerned about legitimacy, email talent.acquisition@kla.com to confirm.
- KLA takes privacy seriously and handles information confidentially.