Customer Support Engineer

About the Role

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. We invent systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards, and flat panel displays.

Key Responsibilities

• Provide customer service support for a variety of advanced KLA products, serving 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 Preventive Maintenance schedules 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 within 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 with onsite system escalations.
• Provide first-level Applications support.
• Provide guidance and technical assistance to Installation Engineers on equipment installations and dismantling.
• 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 and assisting regional admin in preparing quotes based on equipment failure reasons and preparation time.
• 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.
• Good interpersonal/communication skills for understanding customer needs.
• Ability to work under pressure and stringent timelines.

Qualifications

• Bachelor's Level Degree or equivalent and 0 years related work experience.
• Military technical experience will also be considered.
• Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of 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 down time.
• Provides assistance to Installation Engineers and less experienced CSEs in resolving problems.
• Must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment.
• Must be self-motivated and driven to provide the best support for KLA customers.
• Must demonstrate excellent written and verbal communication skills.