Customer Service Engineer
About The Position
The Customer Support Engineer (CSE) is primarily responsible for repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites, adhering to documented procedures, Technical Support instructions, and established industry practices. This role involves representing KLA to the customer and taking accountability for customer satisfaction with service. The CSE ensures the operational quality of system equipment, coordinates actions with customers to minimize downtime, and may assist Installation Engineers in problem resolution. Responsibilities include managing parts inventory and associated administrative tasks. CSEs evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites to enhance customer production. Repairs range from board-level troubleshooting using standard procedures to complex system-level issues requiring the CSE's technical knowledge, education, and training. They also prepare field service reports on customer support activity, document re-occurring issues for other functions, and prepare customer quotes based on labor, travel, and parts. CSEs cross-train and assist other field service engineers and provide technical guidance to Installation Engineers. The role requires independent work, with daily reporting to management. At least 50% of the time is spent at customer sites and/or in a cleanroom factory environment, with the remainder in the office resolving equipment problems via phone. CSEs are expected to contribute to knowledge management systems.
Requirements
- High School diploma with at least 1-3 years of relevant work experience
- Excellent oral and written communications skills
- Motivated, dedicated and dependable
- Team performer and willing to travel
- Must maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team
- Requires good troubleshooting skills
Nice To Haves
- Bachelor's Level Degree with related work experience of 1 year
- Experience working in the semiconductor industry
Responsibilities
- Repair, troubleshoot, diagnose, and update highly complex capital equipment at customer sites, in accordance with documented procedures, Technical Support instructions, and established industry practices.
- Represent the company to the customer and assume accountability for customer satisfaction with service.
- Assure the operational quality of the system equipment.
- Coordinate actions with customers to minimize down-time.
- Provide assistance to Installation Engineers in resolving problems.
- Manage parts inventory along with their related administrative work.
- Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extent of problem.
- Prepare field service reports on customer support activity.
- Provide documentation to other supporting functions on re-occurring issues.
- Prepare quotes for customers based on labor, travel expenses incurred, and parts needed.
- Use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
- Cross train and assist other field service engineers as appropriate.
- Provide guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
- Work independently, only occasionally requiring guidance from management.
- Contact management on a daily basis (at least twice each day in a down tool situation) to report activities.
- Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Benefits
- Participation in performance incentive programs
- Eligibility for additional benefits including medical, dental, vision, life, and other voluntary benefits
- 401(K) including company matching
- Employee stock purchase program (ESPP)
- Student debt assistance
- Tuition reimbursement program
- Development and career growth opportunities and programs
- Financial planning benefits
- Wellness benefits including an employee assistance program (EAP)
- Paid time off
- Paid company holidays
- Family care and bonding leave
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
