Customer Service Engineer

Role Overview

• Provide customer service support 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 site. Assists customers with all system issues. Ensures equipment enhances customer production.
• Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
• Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification.
• May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems. 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 account.
• Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed. Uses discretion and assist regional admin in preparing quotes based on reason 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.

Requirements

• BS or equivalent years of experience (2-5 years)
• 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 area

Tech Stack

• Unix

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
• paid company holidays
• family care and bonding leave