Customer Support Engineer

KLA•Austin, TX

22h•Onsite

About The Position

The Customer Support Engineer (CSE) is primarily responsible for customer service activities on FAST/Films tools 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

Bachelor's Level Degree or work experience of 3 years
Board-level troubleshooting
System level troubleshooting
Technical knowledge, education, and training

Nice To Haves

Customer satisfaction with service
Assistance to Installation Engineers in resolving problems
Recommending shutdown of customer fab due to unsafe conditions
Assisting regional admin in preparing quotes
Working independently with only occasional guidance from management

Responsibilities

Updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites.
Assuring the operational quality of the system equipment.
Coordinating actions with customers to minimize down-time.
Providing assistance to Installation Engineers in resolving problems.
Evaluating, analyzing, diagnosing and troubleshooting technical equipment problems via telephone or at customer site.
Ensuring equipment enhances customer production.
Repairing and modifying equipment at customer facility.
Evaluating equipment to determine type and extend of problem.
Preparing field service reports on customer support activity.
Providing documentation to other supporting functions on re-occurring issues.
Preparing quotes for customers based on labor, travel expenses incurred and parts needed.
Cross training and assisting other field service engineers as appropriate.
Providing guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
Contacting management on a daily basis (at least twice each day in a down tool situation) to report activities.
Contributing to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.