Customer Support Engineer

About the role

The CSE provides customer service support for a variety of advanced KLA products. They are the primary focal point of contact for all customer service-related issues and must maintain excellent working relationships with customers, CSEs, applications engineers, technical support, and sales teams.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Be the primary focal point of contact for all customer service-related issues.
• Maintain excellent working relationship with customers, CSEs, applications engineers, technical support, and sales teams.
• Evaluate, analyze, diagnose, and troubleshoot technical equipment problems at customer sites.
• Afford assistance to installation engineers and less experienced CSEs in resolving problems.
• Assure operational quality of system equipment.
• Coordinate actions with customers to minimize downtime.
• Repair and update equipment at customer sites, including system-level problems.
• May access and determine problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend a shutdown of a customer fab due to unsafe conditions.
• 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.
• Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
• Use discretion and assist regional admin in preparing quotes based on reasons for equipment failure, time to prepare, etc.
• 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 a thorough knowledge of company products, the application of 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 is required.

Requirements

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 down for service may affect customer manufacturing areas.

Qualifications

• Bachelor's Level Degree and 0 years related work 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 down for service may affect customer manufacturing areas.

Pay

Base Pay Range: $25.15 - $42.75 Per Hour

Schedule

Primary Location: USA-ID-Boise-KLA

Benefits

• Medical
• Dental
• Vision
• Life
• 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
• Family care and bonding leave