Customer Support Engineer

KLA•Malta, NY

1d•Onsite

About The Position

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. The CSE is responsible for their parts inventory tracking along with documentation related administrative work. Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location. Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams. Must drive solutions based on analytical assessments of available data. Ensure equipment enhances customer production. In analyzing and diagnosing equipment issues, CSEs may identify a problem that exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output. CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to solve, and potential costs involved with repairs. Cross train and assist other field service engineers as appropriate. Provides mentorship and technical assistance to less experienced support engineers. In addition, CSEs aid installation teams on equipment startup and relocation activity. The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment. Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment. Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period. Good interpersonal/communication skills in understanding customer needs. Ability to work with exacting timelines to address system down events that may affect customer manufacturing area. Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience.

Requirements

Associates or work experience of 3 years.
Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment.
Good interpersonal/communication skills in understanding customer needs.
Ability to work with exacting timelines to address system down events that may affect customer manufacturing area.
Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience.

Nice To Haves

Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period.

Responsibilities

Updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites.
Assuring the operational quality of the system equipment and coordinating actions with customers to minimize down-time.
Providing assistance to Installation Engineers in resolving problems.
Tracking parts inventory and completing related administrative work.
Evaluating, analyzing, diagnosing, and solving technical equipment problems via telephone, remote access or in person at a customer location.
Performing system level troubleshooting using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams.
Driving solutions based on analytical assessments of available data.
Ensuring equipment enhances customer production.
Recommending shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output.
Preparing field service reports on all support activity.
Assisting regional admin in preparing quotes based on reason for equipment failure, time to solve, and potential costs involved with repairs.
Cross-training and assisting other field service engineers.
Providing mentorship and technical assistance to less experienced support engineers.
Aiding installation teams on equipment startup and relocation activity.
Working independently with occasional guidance from management.
Completing ongoing technical training to acquire detailed knowledge of company equipment, diagnostic techniques, and service aids.
Attaining Certification Level 3 including basic proficiency in systems level repair of a product within a family within a defined time period.
Communicating system issues internally to management and technical support teams.
Communicating critical issues externally to a diverse technical audience.