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About the Role
The Customer Support Engineer (CSE) is responsible for customer service activities including updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The CSE represents the company to the customer and ensures customer satisfaction with service, while also assuring the operational quality of system equipment and coordinating actions to minimize downtime.
Responsibilities
- Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access, or in person at a customer location.
- Repair system-level issues based on technical knowledge, education, and training, involving system-level troubleshooting using standard procedures, diagnostics, and remote support sessions.
- Ensure equipment enhances customer production by identifying potential process problems and recommending solutions to prevent production output impacts.
- Prepare field service reports on all support activity and assist regional admin in preparing quotes based on equipment failure, repair time, and costs.
- Cross-train and assist other field service engineers, providing mentorship and technical assistance to less experienced engineers.
- Aid installation teams on equipment startup and relocation activity.
- Work independently, spending at least 50% of time at customer sites or in cleanroom factory environments.
- Use and understand DVMs, oscilloscopes, flow meters, and various other test equipment.
- Successfully complete ongoing technical training to acquire detailed knowledge of company equipment, diagnostic techniques, and service aids.
- Attain Certification Level 3 including basic proficiency in systems level repair of a product within a family within a defined time period.
- Communicate system issues internally to management and technical support teams, and externally to diverse technical audiences.
- Work with exacting timelines to address system down events that may affect customer manufacturing areas.
Requirements
- Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment.
- Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids.
- Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period.
- Good interpersonal/communication skills in understanding customer needs.
- Ability to work with exacting timelines to address system down events that may affect customer manufacturing area.
- Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience.
- Associates or Bachelor’s Level Degree or work experience of 3 years.
Skills
- Troubleshooting
- Diagnosis
- Repair
- Customer Service
- Technical Support
- Parts Inventory Tracking
- Documentation
- Analytical Assessments
- Interpersonal Skills
- Communication Skills
- Systems Level Repair
Location
- Utica, NY
- Remote-US02K
Work Type
- Remote
- Field Service
Experience Level
- 3 years of work experience
Education Level
- Associates Degree
- Bachelor's Degree
Salary/Compensations
- $30.92 - $52.55 Per Hour
Benefits
- Participation in performance incentive programs
- Eligibility for additional benefits including 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
- Family care and bonding leave
About the Company
- KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem.
- Virtually every electronic device is produced using KLA's technologies.
- KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.
- KLA focuses on innovation and invests 15% of sales back into R&D.
- Expert teams of physicists, engineers, data scientists and problem-solvers work with leading technology providers to accelerate the delivery of tomorrow’s electronic devices.
- The KLA Services team headquartered in Milpitas, CA is the service organization consisting of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.
- The KLA Services organization partners with field teams and customers in all business sectors to maintain high performance and productivity of products through a flexible portfolio of services.
- Comprehensive services include proactive management of tools, expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams, knowledge management systems, and an extensive parts network.
Equal Opportunity
- KLA is proud to be an Equal Opportunity Employer.
- We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
- Please contact us at talent.acquisition@kla.com or at +1-408-352-2808 to request accommodation.
- For additional information, view the US Know Your অজ্ঞ poster on the U.S. Equal Employment Opportunity Commission website.