Senior Technical Support Specialist
2 weeks ago
**Company Overview:** KLA is a leading global innovator in diversified electronics for the semiconductor manufacturing ecosystem. Our technologies play a crucial role in producing virtually every electronic device worldwide.
KLA's innovative ideas and devices are advancing humanity, and our expert teams of physicists, engineers, data scientists, and problem-solvers work together with top technology providers to accelerate the delivery of tomorrow's electronic devices.
We thrive on tackling hard problems and provide a flexible portfolio of services, including proactive management of tools, expertise in optics and image processing, and a comprehensive parts network for worldwide availability.
Job Description:
The Senior Technical Support Specialist works under the supervision of a Manager or Senior CSE and is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing complex capital equipment at customer sites and trade shows.
This role represents the company to the customer and assumes accountability for customer satisfaction with service. The technical specialist assures operational quality of system equipment, coordinates actions with customers to minimize downtime, and provides assistance to Installation Engineers in resolving problems.
The technical specialist evaluates, analyzes, diagnoses, and troubleshoots technical equipment problems via telephone or at customer sites. They ensure equipment enhances customer production, repair and update equipment at customer facilities, and may recommend shutdown of customer fab due to unsafe conditions.
Responsibilities include preparing field service reports on customer support activity, providing documentation to other supporting functions on recurring problems, assisting in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
The technical specialist assists other field service engineers as appropriate, provides guidance and technical assistance to Installation Engineers on installations at customer sites or installing/dismantling demonstration machines, and contributes to capturing, reusing, collaborating, and improving knowledge using available systems.
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