Technical Support Engineer – Jumper Team (CPG)

About the role

KLA's Technical Support Engineer works within the KLA Services team, which provides installation services and 24/7 technical support and parts delivery for its customers' KLA assets. The role acts as a bridge between the engineers who design KLA products and the field service teams that maintain and support them, mainly across Asia.

Key responsibilities

• Respond to unresolved highly technical system-performance issues by providing written plans of action (POA) or hands-on on-site assistance, primarily across Asia.
• Provide burst and surge support to customer sites with unplanned demand or no local staff, and over-support for newly ramping panel-process installations.
• Capture Best-Known-Methods (BKMs) and troubleshooting procedures from each engagement and document them in KLA's internal knowledge systems.
• Analyze data from system populations at remote customer sites to find technical, process and people-based issues.
• Take part in beta and sustaining escalation efforts, working with Engineering to produce an action plan for Customer Service Engineers and Technical Support Engineers.
• Write technical reports on issues, analysis, system status, BKMs and engineering recommendations.
• Train KLA support personnel, including tech support and customer support engineers.
• Improve service quality, cycle time and profitability at served sites, and report design, reliability and maintenance problems to the right engineering or manufacturing organization.
• Work with Service Sustaining Engineering on Continuous Improvement Projects and develop new troubleshooting procedures and BKMs.
• Help reduce Mean Time To Repair (MTTR) at follower sites as BKMs are adopted.

Required profile

• 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 or extended deployment at customer sites in Asia.
• Ability to work independently with minimal planning and drive work to resolution, including post-mortem actions.

Required skills

• Mechanical, electronics and electrical interface diagnostics and troubleshooting.