Customer Support Engineer
About The Position
The Customer Support Engineer (CSE) works under the supervision of a Manager or Senior CSE and is primarily responsible for customer service activities involving updates, troubleshooting, diagnosis, and repair of highly complex capital equipment at customer sites and trade shows. The role represents KLA to customers and is accountable for customer satisfaction and the operational quality of system equipment. CSEs coordinate with customers to minimize downtime and help ensure equipment supports customer production. The position involves evaluating and resolving technical equipment problems by telephone or at customer sites, repairing and updating equipment, and addressing system-level problems that may have multiple causes and no standard procedures. CSEs may assess customer processes for issues such as chemical leaks or contamination and may recommend shutting down a customer fab when unsafe conditions are found. The role also supports installation work, prepares service reports and customer quotes, assists other field service engineers, and contributes to capturing, reusing, sharing, and improving knowledge through available systems. Travel by car or commercial transportation to customer facilities is required.
Requirements
- Bachelor's-level degree and/or related work experience of 2 years.
Responsibilities
- Update, troubleshoot, diagnose, and repair highly complex capital equipment at customer sites and trade shows.
- Represent KLA to customers and take accountability for customer satisfaction with service.
- Assure the operational quality of system equipment and coordinate with customers to minimize downtime.
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems by telephone or at customer sites.
- Repair and update equipment at customer facilities to support customer production.
- Resolve system-level problems that may have multiple causes and lack standard procedures, drawing on technical knowledge, education, training, and certification.
- Identify potential customer-process hazards, including chemical leaks or contamination, and recommend shutdown of a customer fab when unsafe conditions warrant it.
- Prepare field service reports on customer support activity and document recurring problems for supporting functions.
- Assist in preparing customer quotes based on labor, travel expenses, parts needed, reasons for equipment failure, and preparation time.
- Assist other field service engineers as appropriate.
- Provide guidance and technical assistance to Installation Engineers during customer-site installations and installation or dismantling of demonstration machines.
- Travel by car or commercial transportation to customer facilities.
- 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
- Paid company holidays
- Family care and bonding leave
- Performance incentive programs may be available
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
