Customer Support Engineer

KLA • Chandler, AZ

3d

About The Position

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. 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.

Requirements

• Bachelor's Level Degree
• 0 years related work experience

Responsibilities

• Updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows.
• Representing the company to the customer and assumes accountability for customer satisfaction with service.
• 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 troubleshoots technical equipment problems via telephone or at customer site.
• Ensuring equipment enhances customer production.
• Repairing and updating equipment at customer facility.
• Preparing fields service reports on customer support activity and provides documentation to other supporting functions 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.

Benefits

• medical, dental, vision, life, and other voluntary benefits
• 401(K) including company matching
• employee stock purchase program (ESPP)
• student debt assistance
• tuition reimbursement program
• development and career growth opportunities and programs
• financial planning benefits
• wellness benefits including an employee assistance program (EAP)
• paid time off and paid company holidays
• family care and bonding leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level