Customer Support Engineer - SFS/Circl
About The Position
The Customer Support Engineer (SFS/Circl) works under the supervision of a Manager or Senior Customer Support Engineer and provides service for highly complex capital equipment at customer sites and trade shows. The role includes updating, troubleshooting, diagnosing, and repairing equipment; representing KLA to customers; and taking accountability for customer satisfaction and equipment operational quality. The engineer coordinates with customers to minimize downtime and keep equipment supporting customer production. The position may involve diagnosing system-level problems without standard procedures, using technical knowledge, education, training, and certification. It also involves assessing potential customer-process hazards, such as chemical leaks or contamination, and recommending shutdown of a customer fab when unsafe conditions warrant it. The engineer documents service activity and recurring issues, assists with customer quotes, supports other field service engineers and installation engineers, and travels to customer facilities by car or commercial transportation. The role contributes to capturing, reusing, collaborating on, and improving knowledge through available systems.
Requirements
- Bachelor's degree.
- Two years of related work experience.
Responsibilities
- Update, troubleshoot, diagnose, and repair highly complex capital equipment at customer sites and trade shows.
- Represent the company to customers and take accountability for customer satisfaction and the operational quality of system equipment.
- Coordinate with customers to minimize equipment downtime and ensure equipment supports customer production.
- Assist Installation Engineers in resolving problems and provide guidance and technical assistance during installations or installation and dismantling of demonstration machines.
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Repair system-level problems that may have multiple causes and lack standard procedures, using technical knowledge, education, training, and certification.
- Assess customer-process problems such as chemical leaks or contamination and recommend a customer-fab shutdown if unsafe conditions exist.
- Prepare field service reports and provide documentation about recurring problems to supporting functions.
- Assist in preparing customer quotes based on labor, travel expenses, parts, failure causes, and time required.
- Assist other field service engineers as appropriate.
- Travel by car or commercial transportation to customer facilities.
- Contribute to capturing, reusing, collaboration, and improvement of knowledge using available systems.
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
