KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

This position is designed to create a repeatable installation result under varying circumstances - delivering low cost, high quality installations/upgrades of KLA products.

The general function of this job is to perform and/or ensure completion of all activities required to handoff a KLA tool that meets or exceeds all criteria that was pre-defined by KLA and the customer.
These activities will include, but not be limited to - site surveys, pre-installation, installation, troubleshooting, acceptance, training, and handoff of the product.
These activities will include, but not be limited to communication/interface/management with customers, sales, division engineering, local field service representatives, and manufacturing.

RESPONSIBILITIES:

• Install/Upgrade  of newly purchased products.

• Hold Pre-Installation Meeting with the Customer to scope customer unique requirements.  Create Plans of Action to measure/confirm/satisfy unique needs. Execute Plans of Action and validate deliverables with customer

• Install Tool to meet KLA Specs, through conformance testing according to procedures

• Troubleshoot complex system issues in a timely manner - using abstract thought, data analysis, 7-step problem solving methodology and other available tools - to repair/correct those issues and achieve compliance to KLA specs and other customer requirements         

• Manage project escalations across customer, region, and various factory resources to meet committed customer milestones

• After conformance testing, meet with customer to facilitate Warranty Signoff through management of regional handoff, documentation of outstanding Warranty deliverables, and communication with customer/division

• Achieve Cycle time/Cost targets through management of contributing factors (parts usage, cross-charges, escalation support, etc)

• Manage Customer Satisfaction through Pre-Activity Meeting, Routine Update Meeting, Escalation Meetings, Post-Activity Meeting, and Warranty Meeting

• Perform Install/Customer-focused Applications testing to approve Operational Quality of tool 

• Document Installation Non-conformances through a remote database management system            

• Communicate installation status through daily pass down and web-based reporting systems

• Provide Training in operation/maintenance of tool to Install Engineers, Region Engineers, and Customers.

Minimum Qualifications

Requirements:

• BSEE or equivalent relevant experience.

• NCG ~ 5 + years Industry Related experience

• Must obtain KLA certification as well as maintain ongoing certification

• English Language + Local Language (for non-US positions) Fluency (reading and writing) + Japanese (Nice to Have)

• Previous experience on KLA equipment required.

• Previous Travel Experience with ability to secure appropriate travel documentation

• Microsoft Office Proficiency

Traits:

• Flexible - Inquisitive Individual that welcomes change

• Experienced - must handle high pressure situations with level headed grace

• Autonomous - to work in unstructured environments

• Team player - Work with multiple countries/teams/management levels to achieve deliverables

Skills:

• Strong Analytical skills - Troubleshooting, Project Management, Business Savvy

• Strong Interpersonal skills - Friendly, Culturally sensitive, Highly Communicative, Non-confrontational, Capable of Conflict Resolution.   Advanced analytical skills.  Advanced mechanical aptitude

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees.  KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers website for legitimate job postings.  KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers.  If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [email protected] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.