Customer Service Engineer – RAPID AZ

Location: Phoenix, AZ | Type: Full-time

About the role

The Customer Service Engineer evaluates, analyzes, and troubleshoots technical equipment problems to ensure customer production is optimized. This position is part of the KLA Services team, which focuses on maintaining high performance and productivity of products through various services. The team works closely with customers and field teams to provide technical support and resolve complex issues. This role requires a strong commitment to customer satisfaction and operational quality.

Responsibilities

• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites.
• Repair system-level problems at customer sites where no standard procedures exist.
• Represent the company to the customer and ensure customer satisfaction with service.
• Assure operational quality of system equipment and coordinate actions with customers to minimize downtime.
• Provide assistance to Installation Engineers in resolving problems.
• Prepare field service reports on customer support activity and document recurring problems.
• Build positive relationships with customers and resolve sophisticated requests and issues.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Develop and handle return materials authorization processes for customer returns, exchanges, service, and repairs.
• Execute technical critical issues with detailed problem statements and collaborate with the system engineering technical team.

Requirements

• Master's Level Degree with 2+ years of work experience, or Bachelor's Level Degree with 3+ years of work experience.

Pay

$27.46 - $46.69 per hour

Benefits

• Competitive pay with bonuses
• 401(k) match and employee stock purchase program
• Financial perks: student-debt assistance, planning support, and group insurance discounts
• Medical, dental, and vision coverage
• Life and other voluntary insurance options
• Paid time off, holidays, and family leave
• Backup care and wellness rewards
• Gym discounts and community-volunteering opportunities
• Tuition reimbursement and access to KLA’s corporate learning center
• Education awards and engineering certification programs