Customer Support Engineer - NCG
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 the updating, troubleshooting, diagnosis, and repair of highly complex capital equipment at customer sites and trade shows. The role represents KLA to customers and is accountable for customer satisfaction and equipment operational quality, coordinating with customers to minimize downtime and assisting Installation Engineers in resolving problems. The engineer evaluates and troubleshoots equipment problems by telephone or at customer sites, repairs and updates equipment at customer facilities, and uses technical knowledge, education, training, and certification to resolve system-level problems that have multiple causes and no standard procedures. The role may identify unsafe customer process conditions, such as chemical leaks or contamination, and recommend shutting down a customer fab. It also prepares field service reports and documentation about recurring problems, assists with customer quotes for labor, travel, and parts, supports other field service engineers, and provides installation guidance. Travel by car or commercial transportation to customer facilities is required. The role contributes to capturing, reusing, collaborating on, and improving knowledge through available systems.
Requirements
- Bachelor's degree.
- 0 years of related work experience.
Responsibilities
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Repair and update equipment at customer facilities to support customer production.
- Resolve complex system-level problems without standard procedures using technical knowledge, education, training, and certification.
- Represent KLA to customers, support customer satisfaction, assure equipment operational quality, and coordinate actions to minimize downtime.
- Identify customer process problems, including chemical leaks or contamination, and recommend a fab shutdown when unsafe conditions warrant it.
- Prepare field service reports and provide documentation to supporting functions about recurring problems.
- Assist in preparing customer quotes based on labor, travel expenses, parts, equipment failure reasons, and preparation time.
- Assist other field service engineers and provide guidance and technical assistance to Installation Engineers during installations or installation and dismantling of demonstration machines.
- Travel by car or commercial transportation to customer facilities.
- Contribute to capturing, reusing, collaborating on, and improving 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 program
- 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 program participation may be available
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
