Customer Support Engineer

KLA • Phoenix, AZ

4d • $28 - $45 • Onsite

About The Position

The Customer Support Engineer will be supporting KLA products at TSMC based out of Phoenix Arizona. The candidates selected will be required to spend approximately six months on job training in Taiwan, and will support a Compressed Work Week (CWW) schedule of 10 hours per day over four (4) days, Sunday - Wednesday. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. May provide assistance to Installation Engineers in resolving problems.

Requirements

• Bachelor's Level Degree or work experience of 2+ years

Responsibilities

• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Ensures equipment enhances customer production.
• Repairs and updates equipment at customer facility.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification
• CSE's may access and determine the problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions.
• Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
• Assists in the preparation of quotes for customers based on labor, travel expenses incurred and parts needed.
• CSE's use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
• Assists other field service engineers as appropriate.
• Travels by car or commercial transportation to customer facility.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
• Estimated travel is 20% once trained in the classroom as part of on-the-job training program.
• Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives.
• In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

Benefits

• KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: 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, and family care and bonding leave.
• Interns are eligible for some of the benefits listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees