Position: Technical Support Engineer
Location: Milpitas, CA
Duration: Full time
The Global Service Support Organization (GSS) team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Product Training, and Technical Support. The GSS 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.
Provide technical assistance to our Field partners in a timely and courteous manner to enhance the customer experience and improve system availability and performance.
Identifies and implements solutions to complex problems that are typically hardware specific. Provides solutions to problems via proven or creative diagnostic techniques. Play a lead role on tasks and projects.
Follow in details the internal escalation process and mentor/guide the field in its compliance.
Respond to customer requests and perform complex problem diagnosis and problem resolution.
Acting as Factory Specialist to provide Field Service organization with technical product knowledge and on-site support. Identify causes, root causes, POA, and resolution. Respond to first level service request. Determine appropriate troubleshooting method to quickly resolve customer tool issues.
Work on diverse, complex issues which involve the coordination of multiple parties, including customers and internal marketing and engineering team members.
Develop and document new troubleshooting procedure of existing and beta products, including BKMs.
Focus is on the improvement and enhancement of product.
Lead medium-sized projects e.g. H2H, Eval, beta product introduction to characterize, perform beta testing, collect tool performance data, and gap analysis. Successfully drives closure with the division on field identified issues (specific examples)
Create and evaluate tool data and service plans of actions.(POA)
Assist in developing procedures, standards, training material, and other technical documentation. Develop Product Knowledge troubleshooting and solution models.
Review and evaluate quality of data in other related technical documents.
Serve as Technical Support representative for GSS PLC projects.
Create and/or Provide advanced training (structured or informal) and participate in training course improvement.
Master degree in a technical field + 5 years of experience in the Surfscan Product
Experience in a technical support role is a plus
Bachelor degree in a technical field+ experience in troubleshooting complex systems.
OR Military training
Kindly send your resume to firstname.lastname@example.org
KLA-Tencor is an Equal Opportunity Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.