Customer Support Engineer
About The Position
The Customer Support Engineer (CSE) repairs, troubleshoots, diagnoses, and updates complex capital equipment at customer sites, following documented procedures, Technical Support instructions, and established industry practices. The CSE represents KLA to customers and is accountable for customer satisfaction and the operational quality of system equipment. The role coordinates with customers to minimize downtime and may assist Installation Engineers in resolving problems. The CSE manages parts inventory and related administrative work, evaluates equipment problems by phone or on site, repairs and modifies equipment at customer facilities, and prepares service reports and documentation about recurring issues. Work may include board-level troubleshooting using standard procedures and system-level troubleshooting requiring technical knowledge and judgment. The CSE also prepares customer quotes based on labor, travel, parts, and the circumstances of equipment failures; cross-trains and assists other field service engineers; and provides technical guidance to Installation Engineers. The work is performed independently, with occasional management guidance. CSEs contact management daily to report activities, at least twice daily when a tool is down. The role involves office-based telephone support as well as spending at least 50% of the time at customer sites and/or in cleanroom factory environments. CSEs contribute to capturing, reusing, collaborating on, and improving knowledge through available systems.
Requirements
- High school diploma.
- At least 1–3 years of relevant work experience.
- Excellent oral and written communication skills.
- Good troubleshooting skills.
- Motivated, dedicated, and dependable.
- Team performer willing to travel.
- Ability to maintain excellent working relationships with customers, customer support engineers, applications engineers, technical support, and the sales team.
Nice To Haves
- Bachelor's degree with one year of related work experience.
- Experience working in the semiconductor industry.
Responsibilities
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Repair and modify equipment at customer facilities, including board-level and system-level issues.
- Help ensure equipment supports customer production and maintain operational system quality.
- Coordinate with customers to minimize equipment downtime and maintain customer satisfaction.
- Manage parts inventory and associated administrative work.
- Prepare field service reports and document recurring issues for supporting functions.
- Prepare customer quotes based on labor, travel expenses, parts, and the reason for equipment failure, coordinating with regional administration as appropriate.
- Cross-train and assist other field service engineers.
- Provide guidance and technical assistance to Installation Engineers during customer-site installations and when installing or dismantling demonstration machines.
- Report activities to management daily, and at least twice daily during down-tool situations.
- 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 and 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
Education Level
High school or GED
