Technical Support Engineer

KLA - Ann Arbor, MI - 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. Responsibilities: The Technical Support Engineer (TSE) is primarily responsible for providing technical support to Customer Field Support Engineers on various BBP systems including: Answering questions to driving complex issues. - Analyze problems quickly and provide detailed action plans to quickly recover systems. - Responsible to drive continuous improvement of system hardware, diagnostics and software, tooling, user documentation, knowledge management, and training - Actively co-ordinate & engage in service alert meetings with field service teams or HQ engineering to evaluate and resolve tool issues - Communicate effectively and clearly with colleagues, field teams and management to quickly resolve issues and ensure the customer satisfaction - Detail technical work and build best known methods (BKMs) on released products. - Involved in system installation & upgrades at customer sites - Provide support during H2H, Evaluation, beta testing, and gap analysis. Co-ordinate and support field request for planned backfill to address business needs - Collaborate with staff & LKS to develop training manuals and troubleshooting procedures - Maintain technical expertise and certification on existing & new products - Be available to travel within region and worldwide to support escalated issues on site - Travel percentage estimated to be 25-50% - Good technical presentation skill and communication skill - Require ability to diffuse potentially difficult situations and facilitate solutions agreeable to multiple parties - Leadership experience and ability are required Qualifications: - Strong Knowledge of overall system operation, integration and system calibrations. - Ensure that learning from field issues are documented, processed and applied in proactively preventing customer concern. - Understand & Comply to the IP protection policies and BKM's into internal and external communication. - Act as a two way conduit of information between field, NPI and the design engineering team. - Ability to write or accurate documentation to assemble and communicate knowledge. - Scope, create & implement processes to improve customer satisfaction while addressing Cost of Service. Minimum Qualifications: Bachelor's Level Degree with at least 5 years of experience Kindly send your resume to KLA 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.... - Permanent - Full-time

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