Customer Support Engineer
About The Position
The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems. Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site. Ensure equipment enhances customer production. Repair and modify equipment at customer facility. Evaluate equipment to determine type and extend of problem. Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist. Repair of system level issues are based on CSEs technical knowledge, education, and training. Board vs.system level troubleshooting is split ~50/50. In analyzing and diagnosing equipment issues, CSEs may access and determine a problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues. Prepare quotes for customers based on labor, travel expenses incurred, and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc. Cross train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines. The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment. Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Requirements
- Ability to understand and troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
- Analytical skills
- Knowledge of computer theory, various operating systems, and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment.
- Basic automation functionality on assigned equipment set.
- Develops technical proficiency in understanding automation with exposure to various systems.
- Preventive Maintenance (PM) aspects of assigned equipment set.
- Must successfully complete ongoing technical training to acquire a thorough knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
- Microsoft Office suite proficiency is required.
- Basic proficiency in systems level repair of a product within a family is required.
- Basic Semiconductor industry process knowledge required.
- Good interpersonal/communication skills in understanding customer needs.
- Ability to work under pressure and with stringent timelines since the system is down for service and may affect customer manufacturing area.
- Ability to troubleshoot issues/failures in software and electronic systems.
- Associates Level Degree and 0 years related work experience
Nice To Haves
- Attainment of Certification Level 2 or PM Training.
- KLA class for Introduction to semiconductor processes will be provided.
Responsibilities
- updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites
- assumes accountability for customer satisfaction with service
- assures the operational quality of the system equipment
- coordinates actions with customers to minimize down-time
- may provide assistance to Installation Engineers in resolving problems
- Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site
- Ensure equipment enhances customer production
- Repair and modify equipment at customer facility
- Evaluate equipment to determine type and extend of problem
- prepare field service reports on customer support activity
- provide documentation to other supporting functions on re-occurring issues
- Prepare quotes for customers based on labor, travel expenses incurred, and parts needed
- Cross train and assist other field service engineers as appropriate
- Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines
- contact management on a daily basis (at least twice each day in a down tool situation) to report activities
- Contribute 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
