Customer Support Engineer

KLA•Rio Rancho, NM

4d•Onsite

About The Position

The Customer Support Engineer 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 operational quality of system equipment. It coordinates with customers to minimize downtime, assists Installation Engineers with problem resolution, and provides technical guidance for installations and for installing or dismantling demonstration machines. The position requires developing technical proficiency across the assigned equipment set and using available diagnostic resources. The engineer performs preventive maintenance and routine work according to procedures, handles more complicated problems or tasks with instructions, and prepares Failure Analysis and Dead On Arrival feedback reports. The role also requires attaining and maintaining Level 3 certification in one program, with systems-level repair proficiency in one or more products within a family.

Requirements

Master's degree and 0 years of related work experience, or bachelor's degree and 2 years of related work experience, or equivalent years of experience.
Ability to discuss customer requests, understand them, and report them appropriately to a manager.
Ability to process routine work, including FSR, COBOS, and Parts Return, by the due date.
Ability to take responsibility for irregular work through completion while receiving direction or instructions from managers.
Ability to learn work-related knowledge as needed.
Ability to handle common problems such as tool trouble, DOA, and part shortages with appropriate judgment.
Ability to perform preventive maintenance according to procedure and routine work without instructions.
Ability to perform complicated problems or tasks with instructions.
Ability to generate Failure Analysis and Dead On Arrival feedback reports.
Level 3 certification in one program and proficiency in systems-level repair of one or more products within a family.

Responsibilities

Update, troubleshoot, diagnose, and repair complex capital equipment at customer sites and trade shows.
Represent the company to customers and take accountability for customer satisfaction.
Assure the operational quality of system equipment.
Coordinate with customers to minimize equipment downtime.
Assist Installation Engineers in resolving problems.
Provide technical guidance and assistance to Installation Engineers during customer-site installations and the installation or dismantling of demonstration machines.
Process routine work such as FSR, COBOS, and Parts Return by the due date.
Address common problems, including tool trouble, DOA, and part shortages, using appropriate judgment.
Perform preventive maintenance and routine work according to procedures.
Carry out complicated problems or tasks with instructions.
Generate feedback reports for Failure Analysis (FA) and Dead On Arrival (DOA).
Develop capability with diagnostic resources and technical proficiency across the assigned equipment set.
Complete individual-level improvements that can be readily solved.
Attain and maintain Level 3 certification in one program, including systems-level repair proficiency in one or more products within a family.