Customer Support Engineer - Equipment Engineer

KLA•Phoenix, AZ

2d•Hybrid

About The Position

This position requires hands-on skills related to the repair of highly complex Electro Mechanical capital equipment. The KLA Services 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 KLA Services 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. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects. Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives.

Requirements

Bachelor's Level Degree or 3 year related work experience in technical or engineering field

Responsibilities

Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
Represents the company to the customer and assume accountability for customer happiness with service.
Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.
Provides assistance to Installation Engineer in resolving problems.
Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.
Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.