Customer Support Engineer - Vancouver, WA.
About The Position
The Customer Support Engineer (CSE) supports KLA’s SPTS and SP1 products, primarily at customer sites in Vancouver, Washington. The role is responsible for customer service activities involving updates, troubleshooting, diagnosis, and repair of highly complex capital equipment. The CSE represents KLA to customers, is accountable for customer satisfaction, ensures equipment operational quality, and coordinates with customers to minimize downtime. The position works independently, with occasional management guidance, and requires at least daily contact with management to report activities (at least twice daily during a down-tool situation). The role is split between resolving equipment problems in the office by phone and spending at least 50% of the time at customer sites and/or in cleanroom factory environments. Troubleshooting includes board-level work using standard procedures and system-level issues that may have multiple causes and no standard procedures. CSEs use their technical knowledge, education, and training to resolve system-level problems. They may identify unsafe customer-process conditions, such as chemical leaks or contamination, and recommend shutting down a customer fab. The position also includes documenting service activity, preparing customer quotes, cross-training and assisting other field service engineers, and providing technical guidance to Installation Engineers.
Requirements
- Bachelor’s-level degree or at least 3 years of work experience.
- Ability to evaluate, diagnose, and troubleshoot complex capital equipment, including board-level and system-level problems.
- Ability to work independently, using technical knowledge, education, and training to resolve problems without standard procedures.
- Ability to work at customer sites and in cleanroom factory environments for at least 50% of the time.
Responsibilities
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Update, repair, and modify equipment at customer facilities, including board-level and system-level troubleshooting.
- Ensure equipment enhances customer production and operational quality, and coordinate with customers to minimize downtime.
- Evaluate equipment to determine the type and extent of problems.
- Identify customer-process conditions such as chemical leaks or contamination and recommend shutdown of a customer fab when unsafe conditions are found.
- 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 and repair time, coordinating with regional administration as appropriate.
- Cross-train and assist other field service engineers as appropriate.
- 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 in a down-tool situation.
- Capture, reuse, share, and improve 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 programs
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What This Job Offers
Job Type
Full-time
