Customer Support Engineer

KLA•Malta, NY

12d•$29 - $50•Hybrid

About The Position

In this exciting role, you will evaluate, analyze, diagnose and solve technical equipment problems via telephone or at customer site. Ensure equipment improves customer production. Repair of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites. Represent the company to the customer and assume accountability for customer happiness with service. Assure operational quality of system equipment. Coordinates actions with customers to minimize down time. Provide assistance to Installation Engineer in resolving problems. Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems. Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues. Develop and handle return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Execute technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site. The estimated travel is 30% 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.

Requirements

Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years

Responsibilities

Evaluate, analyze, diagnose and solve technical equipment problems via telephone or at customer site.
Ensure equipment improves customer production.
Repair of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
Represent the company to the customer and assume accountability for customer happiness with service.
Assure operational quality of system equipment.
Coordinates actions with customers to minimize down time.
Provide assistance to Installation Engineer in resolving problems.
Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues.
Develop and handle return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Execute technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.