Product Installation Engineer 3
KLA-Tencor - Milpitas, CA

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Company Overview

KLA-Tencor Corporation, a leading provider of process control and yield management solutions, partners with customers around the world to develop state-of-the-art inspection and metrology technologies. These technologies serve the semiconductor, data storage, LED, and other related nanoelectronics industries. With a portfolio of industry-standard products and a team of world-class engineers and scientists, the company has created superior solutions for its customers for more than 35 years. Headquartered in Milpitas, Calif., KLA-Tencor has dedicated customer operations and service centers around the world. Additional information may be found at www.kla-tencor.com .

Business Unit

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.

Responsibilities

This position is designed to create a repeatable installation result under varying circumstances - delivering low cost, high quality installations/upgrades of KLA-Tencor products, while fulfilling requirements that gate Warranty Start and Revenue Recognition.

The general function of this job is to perform and/or ensure completion of all activities required to handoff a KLA-Tencor tool that meets or exceeds all criteria that was pre-defined by KLA-Tencor 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:
1. Manage Revenue Recognition and Warranty Start of newly purchased products.
a. 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
b. Install Tool to meet KLA-Tencor Specs, through conformance testing according to procedures
c. 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-Tencor specs and other customer requirements
d. Manage project escalations across customer, region, and various factory resources to meet committed customer milestones
e. 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
2. Achieve Cycle time/Cost targets through management of contributing factors (parts usage, cross-charges, escalation support, etc)
3. Manage Customer Satisfaction through Pre-Activity Meeting, Routine Update Meeting, Escalation Meetings, Post-Activity Meeting, and Warranty Meeting
4. Perform Install/Customer-focused Applications testing to approve Operational Quality of tool
5. Document Installation Non-conformances through a remote database management system
6. Communicate installation status through daily pass down and web-based reporting systems
7. Provide Training in operation/maintenance of tool to Install Engineers, Region Engineers, and Customers.

Preferred Qualifications

KNOWLEDGE AND SKILL:
Requirements:
BSEE or equivalent relevant experience.
5 + years Industry Related experience
Must obtain KLA-Tencor 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-Tencor 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

Minimum Qualifications

AA Level Degree with at least 5 years of experience. OR Bachelor's Level Degree with at least 3 years of experience. OR Master's Level Degree with at least 2 years of experience.
Must have experience on KLA-Tencor systems.
Must be able to work independently.

Equal Employment Opportunity

KLA-Tencor Corporation, a leading provider of process control and yield management solutions, partners with customers around the world to develop state-of-the-art inspection and metrology technologies. These technologies serve the semiconductor, data storage, LED, and other related nanoelectronics industries. With a portfolio of industry-standard products and a team of world-class engineers and scientists, the company has created superior solutions for its customers for more than 35 years. Headquartered in Milpitas, Calif., KLA-Tencor has dedicated customer operations and service centers around the world. Additional information may be found at www.kla-tencor.com .

KLA-Tencor - 20 months ago - save job
About this company
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KLA-Tencor is hard-core when it comes to hunting down chip flaws. One of the world's largest makers of process control equipment for...