Customer Service Engineer

KLA•Vancouver, WA

20h•Onsite

About The Position

The Customer Support Engineer (CSE) is primarily responsible for repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites, in accordance with documented procedures, Technical Support instructions, and established industry practices. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems. The CSE is responsible for managing their 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 extend of problem. Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist. Repair of system level issues are based on CSEs technical knowledge, education, and training. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues. Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs 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. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines. The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment. Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available 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

Repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites.
Assuring the operational quality of the system equipment.
Coordinating actions with customers to minimize down-time.
Managing parts inventory and related administrative work.
Evaluating, analyzing, diagnosing and troubleshooting technical equipment problems via telephone or at customer site.
Repairing and modifying equipment at customer facility.
Preparing field service reports on customer support activity.
Providing documentation to other supporting functions on re-occurring issues.
Preparing quotes for customers based on labor, travel expenses incurred, and parts needed.
Cross training and assisting other field service engineers as appropriate.
Providing guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
Contacting management on a daily basis (at least twice each day in a down tool situation) to report activities.
Contributing to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.