Customer Support Engineer
About The Position
The Customer Support Engineer (CSE) repairs, troubleshoots, diagnoses, and updates complex capital equipment at customer sites, following documented procedures, Technical Support instructions, and established industry practices. The CSE represents KLA to customers and is accountable for customer satisfaction and the operational quality of system equipment. The role coordinates with customers to minimize downtime and may assist Installation Engineers with problem resolution. The CSE manages parts inventory and related administrative work, evaluates and resolves equipment problems by phone or onsite, and prepares field service reports and documentation on recurring issues. The position also involves preparing customer quotes based on labor, travel expenses, and required parts; cross-training and assisting other field service engineers; and providing technical guidance to Installation Engineers. CSEs work independently with occasional management guidance, report activities to management daily, and spend at least 50% of their time at customer sites and/or in cleanroom factory environments.
Requirements
- High school diploma and 1–3 years of relevant work experience.
- Excellent oral and written communication skills.
- Motivated, dedicated, and dependable.
- Able to work as a team performer and willing to travel.
- Able to maintain excellent working relationships with customers, customer support engineers, applications engineers, technical support, and sales teams.
- Good troubleshooting skills.
Nice To Haves
- Bachelor's-level degree with one year of related work experience.
- Experience working in the semiconductor industry.
Responsibilities
- Repair, troubleshoot, diagnose, and update complex capital equipment at customer sites in accordance with documented procedures, Technical Support instructions, and industry practices.
- Represent the company to customers and maintain accountability for customer satisfaction and equipment operational quality.
- Coordinate with customers to minimize equipment downtime and assist Installation Engineers with problem resolution as needed.
- Manage parts inventory and related administrative work.
- Evaluate, analyze, diagnose, and troubleshoot equipment problems by telephone or at customer sites.
- Repair and modify equipment at customer facilities, including board-level troubleshooting and system-level repairs.
- Prepare field service reports and document recurring issues for supporting functions.
- Prepare customer quotes based on labor, travel expenses, parts needed, and the circumstances and time required to address equipment failures.
- Cross-train and assist other field service engineers as appropriate.
- Provide guidance and technical assistance to Installation Engineers during installations and the installation or dismantling of demonstration machines.
- Report activities to management daily, and at least twice daily when a tool is down.
- 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 and paid company holidays.
- Family care and bonding leave.
- Participation in performance incentive programs may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
