Tech Support Engineer
KLA
Tainan City, Taiwan
14小时前

Company Overview

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 in 2019 we invested 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.

Group / Division

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, Engineering, 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.

    Technical Support Engineer (TSE) is Responsible for providing assistance to Customer Support Engineers who are diagnosing, troubleshooting, and debugging complex optical, electro / mechanical, computer systems and / or software problems.

    Main responsibilities :

  • Respond to complex issues where first-line product support has been unable to isolate or fix problems in malfunctioning equipment.
  • Work on complex problems where analysis of situations and / or data requires an in-depth evaluation of various factors.
  • Exercise judgment within broadly defined practices and policies in selecting methods, techniques, and evaluation criterion for obtaining results.
  • Provide Plan of Action (POAs) or if the depth of technical understanding requires, consult with other engineering teams, host meetings of multiple teams to discuss the technical issues in detail and determine the best course of action.
  • Must be able to clearly document troubleshooting processes and technical findings in order to provide service and postmortem reports.
  • Additional responsibilities may include :

  • Be capable to support worldwide dispatch, work independent in overall capability to support on site repair, installation / relocation / field upgrade or engineering project, diagnose and solve the problem, submit daily passdown / reports which corresponds symptoms with data / information for remaining issues in escalation.
  • Join service alert meeting to discuss next action plan with worldwide TSE / engineering team.

  • Responsible for providing technical support to field engineers and product support who are diagnosing, troubleshooting, repairing and debugging complex electro / mechanical / optical equipment, computer systems and / or complex software via phone / email POA, host the service alert meeting, etc.
  • Assist engineering projects in the regions to support company business growth.
  • Make service and postmortem reports. Develop troubleshooting, training procedures and best known methods (BKMs).
  • Reporting design, reliability and maintenance problems to the appropriate engineering team
  • Training of KLA and non KLA personnel
  • Communication : Attend misc. internal and customer meeting in effective way for problem solving Lead the team to execute and achieve GSS BSC objectives.
  • 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

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