Technical Support Specialist
2 weeks ago
Compensation Overview:
Base Pay Range: $52.41 Per Hour
Company Overview:
KLA is a prominent global entity in the field of diversified electronics, serving the semiconductor manufacturing ecosystem. Our technologies are integral to the production of virtually every electronic device worldwide. From laptops to smart cars, our innovations drive the development of cutting-edge electronic devices. KLA is committed to research and development, investing 15% of our sales back into innovation. Our teams, composed of physicists, engineers, and data scientists, collaborate with leading technology providers to expedite the introduction of next-generation electronic devices.
Division Overview:
The KLA Services team, based in Milpitas, CA, encompasses a wide range of service functions including Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. Our organization works closely with field teams and clients across various sectors to ensure optimal performance and productivity of our products through a diverse array of services.
Role Responsibilities:
As a Technical Support Specialist, your primary duties will include:
1. Assessing, analyzing, and diagnosing technical equipment issues via phone or on-site at customer locations to enhance production efficiency.
2. Addressing complex system-level problems that lack standard procedures at customer sites.
3. Acting as the company's representative to clients, ensuring their satisfaction with our services.
4. Ensuring the operational quality of system equipment and coordinating with clients to minimize downtime.
5. Assisting Installation Engineers in troubleshooting and resolving issues.
6. Documenting customer support activities through field service reports and sharing insights on recurring problems with relevant teams.
7. Fostering positive relationships with clients to boost satisfaction by effectively resolving intricate requests and challenges.
8. Contributing to the knowledge management system by capturing, reusing, and collaborating on insights.
9. Managing return materials authorization (RMA) processes to ensure prompt and accurate handling of customer returns, exchanges, and repairs.
10. Addressing critical technical issues with detailed problem statements and collaborating with system engineering teams on-site.
11. Anticipating approximately 20% travel post-training, while primarily performing duties in the office or at customer sites to support various initiatives.
Qualifications:
Doctorate (Academic) Degree with no related work experience; Master's Level Degree with 3 years of relevant experience; or Bachelor's Level Degree with 5 years of related experience.
Benefits:
KLA offers a competitive and comprehensive total rewards package, including medical, dental, vision, life insurance, 401(K) with company matching, employee stock purchase program (ESPP), tuition reimbursement, and wellness benefits, among others.
KLA is an Equal Opportunity Employer, committed to fostering an inclusive environment for all employees.
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