Technical Product Support Engineer

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

The Jumper Team is a forward-thinking, strategic, and highly flexible technical-support team built to go where the toughest, most cutting-edge problems are. As newly ramping products scale across our customers, this team deploys to the front line, stabilizes the most meaningful system issues, and turns hard-won lessons into Best-Known-Methods that make the entire fleet stronger. It is a high-visibility role with broad engineering touchpoints — you will partner directly with build, sustaining, and field teams, and your work will directly develop how KLA supports its next generation of products. This role focuses on our advanced panel-process platforms and the fast-growing panel and OSAT (Outsourced Semiconductor Assembly and Test) customer segment — an exciting inflection area of the business — and offers strong growth potential for engineers who want to build deep, differentiated expertise while making a transparent, measurable impact. Act as a two-way conduit between the engineers who design KLA products and the field service teams responsible for product maintenance and support.

This is not an IT help desk role. This is a hands on role troubleshooting semiconductor equipment.

• Respond to situations where field service engineers have not resolved highly technical system-performance issues — by providing written plans of action (POA) or hands-on assistance on-site, primarily across USA and in some cases Europe.
• Provide burst / surge support to customer sites experiencing unplanned demand or lacking local headcount, and deliver over-support to newly ramping panel-process installations.
• Capture Best-Known-Methods (BKMs) and troubleshooting procedures from each engagement and document them into KLA’s internal knowledge systems so follower sites resolve the same issues faster.
• Assemble and analyze data from system populations at remote customer sites to identify the sources of technical, process, and people-based issues.
• Participate in strategic beta and sustaining escalation efforts; analyze data from multiple sources and work with Engineering to produce a detailed action plan suitable for execution by Customer Service Engineers (CSE) and Technical Support Engineers (TSE).
• Write technical reports communicating issues, analysis, system status, best-known-methods, and engineering recommendations.
• Train KLA support personnel, including tech support and customer support engineers.
• Take a proactive approach to improving service quality, cycle time, and profitability at the sites served.

Additional Responsibilities

• Report design, reliability, and maintenance problems to the appropriate engineering or manufacturing organization.
• Detail system problems and work with Service Sustaining Engineering on Continuous Improvement Project (CIP) opportunities.
• Develop and document new troubleshooting procedures and Best-Known-Methods (BKMs).
• Support the team’s success measure — the reduction of Mean Time To Repair (MTTR) at follower sites as captured BKMs are adopted (not simply the count of BKMs produced).

Preferred Qualifications:

• Bachelor’s degree with 1–2 years of demonstrated experience, or an equivalent combination of education and experience in an engineering

• Willingness to work in a clean-room environment and to travel up to 50%, including resident / extended deployment at customer sites in Asia.