Customer Support Engineer

About the Role

This role involves customer service activities focused on updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites and trade shows. The Customer Support Engineer (CSE) represents KLA to the customer and is accountable for customer satisfaction with service, ensuring the operational quality of system equipment and minimizing downtime through coordination with customers.

Key Responsibilities

• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites.
• Ensure equipment enhances customer production.
• Repair and update equipment at customer facilities.
• Repair system-level problems based on technical knowledge, education, training, and certification.
• Access and determine problems existing in customers' processes, such as chemical leaks or contamination, and recommend shutdowns of customer fabs due to unsafe conditions if necessary.
• Prepare field service reports on customer support activity and provide documentation to other supporting functions regarding recurring problems.
• Assist in the preparation of quotes for customers based on labor, travel expenses, and parts needed, using discretion and assisting regional administration.
• Assist other field service engineers as appropriate.
• Provide guidance and technical assistance to Installation Engineers on installations or on installing/dismantling demonstration machines.
• Travel by car or commercial transportation to customer facilities.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.

Requirements & Tech Stack

• Technical equipment troubleshooting
• Customer service
• Repair and maintenance of complex capital equipment
• Field service reporting
• Quote preparation assistance
• Technical guidance and assistance
• Travel
• Knowledge management systems

Qualifications

• Bachelor's Level Degree
• 0 years related work experience