Customer Support Engineer

KLA•Rio Rancho, NM

1d•$24 - $35•Onsite

About The Position

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network. In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. 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. This Position is located in Rio Rancho NM

Requirements

Bachelor's Level Degree and 0 years related work experience

Responsibilities

Repair of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification.
CSE's may access and determine the problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions.
Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
Prepare quotes for customers based on labor, travel expenses incurred and parts needed. CSE's 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. Also provide guidance to less senior CSE's. Provide guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
Travel by car or commercial transportation to customer facility as well as travel to support customers throughout the western US and other regions in North America, as needed.
Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.