Customer Support Engineer

KLA•Beaverton, OR

3d•$25 - $43•Onsite

About The Position

The Customer Support Engineer (CSE) is primarily responsible for customer service activities involving updates, troubleshooting, diagnosis, and repair of highly complex capital equipment at customer sites. The CSE 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 and may assist Installation Engineers in resolving problems. The CSE evaluates and troubleshoots equipment problems by telephone or at customer sites, repairs and modifies equipment, and determines the nature and extent of issues. Troubleshooting is split approximately 50/50 between board-level work using standard procedures and system-level problems that may have multiple causes and no standard procedures. System-level repairs rely on the CSE’s technical knowledge, education, and training. Work may involve identifying customer-process hazards, such as chemical leaks or contamination, and recommending that a customer fab shut down when unsafe conditions are present. The position includes preparing field service reports, documenting recurring issues for supporting functions, and preparing customer quotes based on labor, travel expenses, parts, and the circumstances and duration of the repair. The CSE may cross-train and assist other field service engineers and provide technical guidance to Installation Engineers during customer-site installations or the installation and dismantling of demonstration machines. CSEs work independently, with occasional management guidance, and contact management daily to report activities—at least twice daily when a tool is down. Work includes office-based phone support and at least 50% of time at customer sites and/or in cleanroom factory environments. The CSE also contributes to capturing, reusing, sharing, and improving knowledge through available systems. The position is based in Beaverton, Oregon.

Requirements

Bachelor's-level degree; 0 years of related work experience required.
Ability to understand and troubleshoot software, electronics, optics, mechanical, electromechanical, and electro-optical systems.
Analytical skills.
Knowledge of computer theory, operating systems, applicable operating-system software, and networking in a Windows, Unix, or Novell environment.
Basic automation functionality knowledge for assigned equipment; develop technical proficiency in automation across various systems.
Knowledge of preventive maintenance aspects of assigned equipment; PM work may be performed with instruction from a manager or senior engineer.
Successfully complete ongoing technical training on company equipment, diagnostic techniques, and service aids.
Proficiency with the Microsoft Office suite.
Attainment of Certification Level 2 or PM Training, and basic proficiency in systems-level repair of a product within a family.
Basic semiconductor-industry process knowledge; KLA will provide a class on introduction to semiconductor processes.
Good interpersonal and communication skills to understand customer needs.
Ability to work under pressure and meet stringent timelines when equipment downtime may affect customer manufacturing.
Ability to troubleshoot failures in software and electronic systems.

Nice To Haves

Experience on KLA-based systems.

Responsibilities

Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
Ensure equipment supports customer production.
Repair and modify equipment at customer facilities, including board-level and system-level troubleshooting.
Evaluate equipment to determine the type and extent of problems.
Identify customer-process issues, including chemical leaks or contamination, and recommend a fab shutdown when unsafe conditions warrant it.
Prepare field service reports and document recurring issues for supporting functions.
Prepare customer quotes based on labor, travel expenses, parts, and the reason and time required for equipment repair.
Cross-train and assist other field service engineers as appropriate.
Provide guidance and technical assistance to Installation Engineers during customer-site installations and installation or dismantling of demonstration machines.
Contact management daily to report activities, and at least twice daily during a down-tool situation.
Contribute to capturing, reusing, collaborating on, and improving knowledge using available systems.