Customer Support Engineer
KLA
About KLA
KLA provides advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges.
About the Role
The Customer Support Engineer (CSE) is primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The CSE represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time.
Position is based in Beaverton, OR.
Base Pay Range: $25.15 - $42.75 Per Hour
Key Responsibilities
- Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extent of problem, including board-level troubleshooting and system-level problems.
- Analyze and diagnose equipment issues, potentially identifying problems in customer processes and recommending shutdown of customer fab due to unsafe conditions.
- Prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
- Prepare quotes for customers based on labor, travel expenses, and parts needed.
- Cross-train and assist other field service engineers.
- Provide guidance and technical assistance to Installation Engineers.
- Contribute to knowledge capturing, re-use, collaboration, and improvement using available systems.
Work Environment
- Requires working independently, with occasional guidance from management.
- Contact management on a daily basis (at least twice each day in a down tool situation) to report activities.
- Spend at least 50% of time at customer site and/or cleanroom factory environment, with the remainder resolving equipment problems via phone from the office.
Requirements & Tech Stack
- Software
- Electronics
- Optics
- Mechanical
- Electro-mechanical
- Electro-optical systems
- Computer theory
- Various operating systems
- Networking in a Windows, Unix, or Novell environment.
- Microsoft Office suite
Qualifications
- Bachelor's Level Degree and 0 years related work experience.
- Ability to understand and troubleshoot problems in software, electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
- Analytical skills.
- Knowledge of computer theory, various operating systems, and applicable operating system software.
- Knowledge of Networking in a Windows, Unix, or Novell environment.
- Basic automation functionality on assigned equipment set.
- Understanding of Preventive Maintenance (PM) aspects of assigned equipment set.
- Microsoft Office suite proficiency.
- Attainment of Certification Level 2 or PM Training.
- Basic proficiency in systems level repair of a product within a family.
- Basic Semiconductor industry process knowledge required (KLA class for Introduction to semiconductor processes will be provided).
- Good interpersonal/communication skills in understanding customer needs.
- Ability to work under pressure and with stringent timelines.
- Experience on KLA based systems.