ECI Customer Support Engineer

KLA•Phoenix, AZ

6d•$27 - $47•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. Works under the supervision of Manager or Senior CSE. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers in resolving problems.

Requirements

BS +2 yrs experience or equivalent years of experience

Responsibilities

Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and updates equipment at customer facility.
Repairs 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.
Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
Assists in the preparation of 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.
Assists other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
Travels by car or commercial transportation to customer facility.
Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.