Customer Support Engineer
KLA
About the Role
KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize downtime. Provides assistance to Installation Engineers and less experienced CSEs in resolving problems.
Key Responsibilities
- Provide customer service support for a variety of advanced KLA products.
- Be the primary focal point of contact for all customer service-related issues.
- Maintain an excellent working relationship with customers, CSEs, applications engineers, technical support, and sales teams.
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer sites.
- Assist customers with all system issues and ensure equipment enhances customer production.
- Maintain 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 based on technical knowledge, education, training, and certification.
- May access and determine problems existing in customers’ processes such as chemical leaks or contamination, and recommend shutdown of a customer fab 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 account.
- Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
- 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 a thorough knowledge of company products, the application of 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, and applicable operating system software knowledge.
- Understanding of networking in a Windows, Unix, or Novell environment.
- Good interpersonal/communication skills in understanding customer needs.
- Ability to work under pressure and stringent timelines.
Qualifications
- Bachelor's Level Degree or equivalent and 0 years related work experience.
- Will also consider military technical experience.