Customer Support Engineer - Vancouver, WA.
About The Position
The Customer Support Engineer (CSE) supports KLA SPTS and SP1 equipment, primarily at customer sites in Vancouver, Washington. The role is responsible for customer service activities involving updates, troubleshooting, diagnosis, and repair of complex capital equipment. The CSE represents KLA to customers and is accountable for customer satisfaction, equipment operational quality, and minimizing customer downtime. The position may also support Installation Engineers with problem resolution and installation work. The CSE works independently, resolving equipment problems by phone and at customer facilities. Work includes board-level troubleshooting and system-level problems, which are split approximately 50/50. The position spends at least 50% of its time at customer sites and/or in cleanroom factory environments, with the remainder including office-based support. CSEs contact management daily to report activities and, in down-tool situations, at least twice each day.
Requirements
- Bachelor's-level degree or three years of work experience.
Responsibilities
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Help ensure equipment supports customer production.
- Repair and modify equipment at customer facilities.
- Evaluate equipment to determine the type and extent of problems, including board-level and system-level issues.
- Identify customer-process problems such as chemical leaks or contamination and, when unsafe conditions warrant, recommend shutting down the customer's fab.
- Prepare field service reports documenting customer support activity and provide information to supporting functions about recurring issues.
- Prepare customer quotes based on labor, travel expenses, and required parts, using discretion and assisting regional administration as needed.
- Cross-train and assist other field service engineers.
- Provide guidance and technical assistance to Installation Engineers during customer-site installations and the installation or dismantling of demonstration machines.
- Report activities to management daily, including at least twice daily during down-tool situations.
- Capture, reuse, share, and improve knowledge using available systems.
Benefits
- Medical, dental, vision, life, and other voluntary benefits
- 401(k) with company matching
- Employee stock purchase program (ESPP)
- Student debt assistance
- Tuition reimbursement
- Development and career growth opportunities and programs
- Financial planning benefits
- Wellness benefits, including an employee assistance program (EAP)
- Paid time off
- Paid company holidays
- Family care and bonding leave
- Performance incentive programs may be available
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What This Job Offers
Job Type
Full-time
