Customer Support Engineer

About the role

The CSE provides customer service support for a variety of advanced KLA products. They serve as the primary point of contact for all customer service-related issues and ensure that the equipment enhances customer production.

Responsibilities

• Provide customer service support for advanced KLA products.
• 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.
• Absorb and determine problems in customers' processes, such as chemical leaks or contamination, and may recommend a customer fab shutdown if unsafe conditions arise.
• 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 accounts.
• Prepare quotes for customers based on labor, travel expenses, and parts needed.
• Contribute to the capturing, reusing, collaborating, and improving of knowledge using available systems.
• Successfully complete ongoing technical training to acquire a 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

The CSE must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment. They must be self-motivated and driven to provide the best support for KLA customers. Excellent written and verbal communication skills are critical to the role.

Qualifications

• Bachelor's Level Degree or equivalent and 0 years related work experience.
• Will also consider military technical experience.

Skills

• Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.
• Understanding of computer theory, various operating systems, and applicable operating system software knowledge, and networking in a Windows, Unix, or Novell environment.
• Good interpersonal/communication skills in understanding customer needs.
• Ability to work under pressure and stringent timelines since systems downtime for service may affect customer manufacturing areas.

Benefits

Base Pay Range: $25.15 - $42.75 Per Hour
Primary Location: USA-ID-Boise-KLA
KLA’s total rewards package includes participation in performance incentive programs and eligibility for additional benefits such as medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.