Customer Support Engineer - SFS/Circl

KLA•Phoenix, AZ

1d•Onsite

About The Position

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. This role works under the supervision of a Manager or Senior CSE and is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. The role represents the company to the customer and assumes accountability for customer satisfaction with service, assuring operational quality of system equipment and coordinating actions with customers to minimize downtime.

Requirements

BS +2 yrs experience or equivalent years of experience

Responsibilities

Updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.
Assuring operational quality of system equipment.
Coordinating actions with customers to minimize down time.
Providing assistance to Installation Engineers in resolving problems.
Evaluating, analyzing, diagnosing and troubleshooting technical equipment problems via telephone or at customer site.
Ensuring equipment enhances customer production.
Repairing and updating equipment at customer facility.
Repairing system level problems (which have multiple causes and for which no standard procedures exist) based on CSE's technical knowledge, education, training and certification.
Accessing and determining problems existing in customers' processes such as chemical leaks or contamination, and recommending shutdown of customer fab due to unsafe conditions.
Preparing field service reports on customer support activity and providing documentation to other supporting functions on re-occurring problems.
Assisting in the preparation of quotes for customers based on labor, travel expenses incurred and parts needed.
Assisting other field service engineers as appropriate.
Providing guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
Traveling by car or commercial transportation to customer facility.
Contributing to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.