Customer Support Engineer
About The Position
The Customer Support Engineer works under the supervision of a Manager or Senior CSE and is primarily responsible for customer service activities involving updates, troubleshooting, diagnosis, and repair of highly complex capital equipment at customer sites and trade shows. The engineer represents KLA to customers and is accountable for customer satisfaction and the operational quality of system equipment. The role coordinates with customers to minimize downtime, supports Installation Engineers in resolving problems, and helps ensure equipment supports customer production. The position involves diagnosing and troubleshooting equipment problems by telephone or at customer sites, repairing and updating equipment at customer facilities, documenting customer support activity, and assisting with customer quotes. Some system-level problems have multiple causes and no standard procedures, so the engineer draws on technical knowledge, education, training, and certification. The role may also involve identifying unsafe conditions in customer processes, such as chemical leaks or contamination, and recommending a fab shutdown when appropriate. Travel by car or commercial transportation to customer facilities is required.
Requirements
- Bachelor's-level degree and/or 2 years of related work experience.
Responsibilities
- Update, troubleshoot, diagnose, and repair highly complex capital equipment at customer sites and trade shows.
- Represent the company to customers and be accountable for customer satisfaction with service.
- Assure the operational quality of system equipment and coordinate with customers to minimize downtime.
- Provide assistance to Installation Engineers in resolving problems.
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Repair and update equipment at customer facilities to support customer production.
- Use technical knowledge, education, training, and certification to repair system-level problems for which no standard procedures exist.
- Identify problems in customer processes, including chemical leaks or contamination, and recommend shutdown of a customer fab when unsafe conditions warrant it.
- Prepare field service reports and document recurring problems for supporting functions.
- Assist in preparing customer quotes based on labor, travel expenses, parts needed, and the reason and time involved in equipment failure and repair.
- Assist other field service engineers as appropriate.
- Provide guidance and technical assistance to Installation Engineers during customer-site installations or the installation and dismantling of demonstration machines.
- Travel by car or commercial transportation to customer facilities.
- Contribute to capturing, reusing, collaborating on, and improving knowledge using available systems.
Benefits
- Medical, dental, vision, life, and other voluntary benefits
- 401(k) with 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 and paid company holidays
- Family care and bonding leave
- Performance incentive programs may be available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
