Customer Support Engineer (Field Service)

About the role

The Customer Service Engineer (CSE) is responsible for providing customer service support for a variety of advanced KLA products. They act as the primary point of contact for all customer service-related issues and ensure that 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.
• Afford assistance to installation engineers and less experienced CSEs in resolving problems.
• Repair and update equipment at customer sites, including system-level problems.
• Access 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.
• Achieve and maintain at least Certification Level 3 or PM training.
• Achieve and maintain basic proficiency in systems-level repair of a product within a family.

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 downtime 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 downtime may affect customer manufacturing areas.

Benefits

• Base Pay Range: $25.15 - $42.75 Per Hour
• Additional benefits include but are 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 ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum wage requirements, location, job-related skills, experience, and relevant education level or training.

Schedule

Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum wage requirements, location, job-related skills, experience, and relevant education level or training.