Customer Support Engineer

KLA•Manassas, VA

13d•$29 - $50•Onsite

About The Position

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 and less experienced CSEs in resolving problems. A CSE providing service support for customer Micron Technology, Inc. in Boise, ID. The CSE is responsible for providing tool repair, customer management, and performing all associated logistics tasks. The CSE must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment. The CSE must be self-motivated and driven to provide the best support for KLA customers. The CSE must demonstrate excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role.

Requirements

Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.
Understanding of computer theory, various operating systems and applicable operating system software knowledge, and networking in a Windows, Unix or Novell environment.
Good interpersonal/communication skills in understanding customer needs.
Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area.
Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years

Responsibilities

Provide customer service support a variety of advanced KLA products.
Be the primary focal point of contact for all customer service-related issues.
Maintain excellent working relationship with customers, CSEs, applications engineers, technical support and sales teams.
Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site.
Assists customers with all system issues. Ensures equipment enhances customer production.
Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification.
May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions.
Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems.
Create service reports for all service requests using the CRM database.
Cross-train and assist other field service engineers as needed.
Assist Tech Support on all onsite system escalations.
Provide first level Applications support.
Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
Provide guidance to less senior CSEs.
Manage individual inventory account.
Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc.
Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids.
Cross-train on multiple products.
Attain and maintain at least Certification Level 3 or PM training.
Attain and maintain basic proficiency in systems level repair of a product within a family is required.