Customer Support Engineer
About The Position
The Customer Support Engineer works under the supervision of a Manager or Senior Customer Support Engineer and is primarily responsible for customer service activities involving updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. The role represents KLA to customers and is accountable for customer satisfaction and the operational quality of system equipment. The engineer coordinates with customers to minimize downtime and assists Installation Engineers in resolving problems and carrying out installations, including installing or dismantling demonstration machines. The role handles routine work such as FSR, COBOS, and Parts Return within deadlines, and completes irregular work responsibly with direction from managers. It develops proficiency in diagnostic resources and assigned equipment, performs preventive maintenance according to procedures, handles common equipment and parts problems with appropriate judgment, and provides feedback reports for Failure Analysis and Dead On Arrival cases. Certification Level 3 in one program is required, including systems-level repair proficiency for one or more products within a family.
Requirements
- Master's degree with 0 years of related work experience, or bachelor's degree with 2 years of related work experience, or equivalent years of experience.
- Ability to discuss customer requests, understand them, and report them appropriately to a manager.
- Ability to complete routine work such as FSR, COBOS, and Parts Return by the due date.
- Ability to take responsibility for irregular work and complete it with direction or instruction from managers.
- Ability to handle and solve common problems such as tool trouble, Dead On Arrival equipment, or parts shortages using appropriate judgment.
- Ability to perform preventive maintenance by following procedures.
- Ability to perform complicated problems or tasks when receiving instructions.
- Certification Level 3 in one program, with systems-level repair proficiency for one or more products within a family.
Responsibilities
- Update, troubleshoot, diagnose, and repair complex capital equipment at customer sites and trade shows.
- Represent the company to customers and take accountability for customer satisfaction and equipment operational quality.
- Coordinate with customers to minimize equipment downtime.
- Assist Installation Engineers in resolving problems and provide technical guidance during installations or demonstration-machine installation and dismantling.
- Complete routine administrative and service work, including FSR, COBOS, and Parts Return, by the due date.
- Develop proficiency in diagnostic resources and demonstrate technical proficiency across assigned equipment.
- Perform preventive maintenance by following established procedures.
- Handle common equipment and parts problems using appropriate judgment, and carry out individual-level improvements where possible.
- Generate feedback reports for Failure Analysis and Dead On Arrival cases.
- Attain and maintain Certification Level 3 in one program, demonstrating systems-level repair proficiency for one or more products within a family.
Benefits
- Medical, dental, vision, life, and other voluntary benefits
- 401(k) with company matching
- Employee stock purchase program
- Student debt assistance
- Tuition reimbursement program
- Development and career growth opportunities and programs
- Financial planning benefits
- Wellness benefits, including an employee assistance program
- Paid time off and 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
Career Level
Entry Level
