Customer Support Engineer

About the Role

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. This role is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. The role represents the company to the customer and assumes accountability for customer satisfaction with service, assuring operational quality of system equipment, and coordinating actions with customers to minimize downtime.

Key Responsibilities

• Provide customer service support for a variety of advanced KLA products, acting as the primary focal point for all customer service-related issues.
• Maintain excellent working relationships with customers, CSEs, applications engineers, technical support, and sales teams.
• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer sites, assisting customers with all system issues and ensuring equipment enhances customer production.
• Maintain the Preventive Maintenance schedule on KLA tools at customer sites and execute all PMs per the schedule.
• Repair and update equipment at customer sites, including system-level problems with multiple causes and no standard procedures, based on technical knowledge, education, training, and certification.
• May access and determine problems in customers’ processes (e.g., chemical leaks, contamination) and recommend fab shutdown due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provide documentation to other supporting functions on recurring problems.
• Create service reports for all service requests using the CRM database.
• Cross-train and assist other field service engineers as needed.
• Assist Tech Support on all onsite system escalations.
• Provide first-level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory accounts.
• Assist in the preparation of quotes for customers based on labor, travel expenses, and parts needed, using discretion to assist regional admin.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire thorough knowledge of company products, diagnostic techniques, and practical application of service aids.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training.
• Attain and maintain basic proficiency in systems-level repair of a product within a family.

Requirements & Tech Stack

• Understanding of and ability to troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, various operating systems, applicable operating system software knowledge, and networking in a Windows, Unix, or Novell environment.

Qualifications

• Bachelor's Level Degree or equivalent.
• 0 years related work experience.
• Military technical experience will also be considered.
• Good interpersonal/communication skills for understanding customer needs.
• Ability to work under pressure and stringent timelines.