KLA · 10 hours ago
Customer Support Engineer
Manassas, VA
Full-time
Onsite
Entry, Mid Level
$28.23/hr - $47.55/hr
2+ years expKLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem, and they are seeking a Customer Support Engineer. This role involves providing customer service activities associated with troubleshooting, diagnosing, and repairing complex capital equipment at customer sites.
ElectronicsInformation TechnologyManufacturing
Responsibilities
Provide customer service support a variety of advanced KLA products. Be the primary focal point of contact for all customer service-related issues
Maintain excellent working relationship with customers, CSEs, applications engineers, technical support and sales teams
Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site. Assists customers with all system issues. Ensures equipment enhances customer production
Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule
Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification
May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions
Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems. Create service reports for all service requests using the CRM database
Cross-train and assist other field service engineers as needed
Assist Tech Support on all onsite system escalations
Provide first level Applications support
Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment
Provide guidance to less senior CSEs
Manage individual inventory account
Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed. Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc
Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications
Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems
Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids
Cross-train on multiple products
Attain and maintain at least Certification Level 3 or PM training. Attain and maintain basic proficiency in systems level repair of a product within a family is required
Qualification
Required
Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years
Good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment
Self-motivated and driven to provide the best support for KLA customers
Excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role
Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems
Understanding of computer theory, various operating systems and applicable operating system software knowledge, and networking in a Windows, Unix or Novell environment
Good interpersonal/communication skills in understanding customer needs
Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area
Attain and maintain at least Certification Level 3 or PM training
Attain and maintain basic proficiency in systems level repair of a product within a family is required
Benefits
Medical
Dental
Vision
Life
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
Paid company holidays
Family care and bonding leave
Company
KLA
Kla creates tools and services that promote innovation in the electronics industry.
10001+ employees
H1B Sponsorship
KLA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (301)
2024 (218)
2023 (191)
2022 (277)
2021 (200)
2020 (226)
Funding
Current Stage
Late StageLeadership Team
Lisa Grunwald
FISH Philosophy CEO
Rick Wallace
President & CEO
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