Company Overview

Group/Division

Job Description/Preferred Qualifications

1. Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
2. Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
3. Represents the company to the customer and assume accountability for customer happiness with service.
4. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
5. Provides assistance to Installation Engineer in resolving problems.
6. Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
7. Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
8. Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
9. Develops and handles 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.
10. Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
11. Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

Minimum Qualifications

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.