Customer Support Engineer - Equipment Engineer

About the role

This position requires hands-on skills related to the repair of highly complex Electro Mechanical capital equipment. It involves evaluating, analyzing, diagnosing, and troubleshooting technical equipment problems via telephone or at customer sites. The role includes repairing system-level problems, representing the company to customers, ensuring operational quality of system equipment, coordinating actions with customers to minimize downtime, providing assistance to installation engineers, preparing field service reports, handling return materials authorization, and contributing to capturing, reusing, collaborating, and improving knowledge.

Responsibilities

• Evaluates, analyzes, diagnoses, and troubleshoots technical equipment problems via telephone or at customer site.
• Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.
• Represents the company to the customer and assumes accountability for customer happiness with service.
• Affirms operational quality of system equipment.
• Captures, reuses, collaborates, and improves knowledge using available systems.
• Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
• Executes technical critical issues with detailed problem statements and passes them down to work with system engineering technical team in customer site.

Requirements

Minimum Qualifications:

• Bachelor's Level Degree or 3 years related work experience in technical or engineering field.

Qualifications

Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.

Skills

Hands-on skills related to the repair of highly complex Electro Mechanical capital equipment, evaluation, analysis, diagnosis, and troubleshooting of technical equipment problems, representation of the company to customers, coordination of actions with customers to minimize downtime, preparation of field service reports, handling return materials authorization, capturing, reusing, collaborating, and improving knowledge, execution of technical critical issues with detailed problem statements, passing them down to work with system engineering technical team in customer site.

Benefits

Base Pay Range: $27.46 - $46.69 Per Hour
Primary Location: USA-AZ-Phoenix-KLA
KLA’s total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: 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.

Pay

Pay Range: $27.46 - $46.69 Per Hour

Schedule

Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives.