Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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, ensuring satisfaction with service and maintaining the operational quality of system equipment. This role involves minimizing downtime and may assist with resolving installation issues. The CSE also manages their parts inventory and associated administrative work.

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.
Perform system-level troubleshooting using standard procedures, diagnostics, and remote support sessions with factory engineering teams.
Drive solutions based on analytical assessments of available data.
Ensure equipment enhances customer production.
Identify and recommend shutdown of customer fab equipment to prevent process excursions that would impact production output.
Prepare field service reports on all support activity.
Assist regional admin in preparing quotes based on equipment failure, repair time, and potential costs.
Cross-train and assist other field service engineers.
Provide mentorship and technical assistance to less experienced support engineers.
Aid installation teams on equipment startup and relocation activity.
Work independently, occasionally requiring guidance from management.
Spend at least 50% of time at customer site and/or cleanroom factory environment.
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.
Externally communicate critical issues to a diverse technical audience.

Requirements

Bachelor's Level Degree or Associate's Level Degree and 3 years experience.
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.

Skills

Troubleshooting
Diagnosis
Repair
Customer Service
Parts Inventory Management
Technical Support
Analytical Assessment
Mentorship
Interpersonal Skills
Communication Skills
DVMs
Oscilloscopes
Flow Meters
Test Equipment Operation

Location

Milpitas, CA
USA-NY-Malta

Work Type

Field Service
Customer Site
Factory Environment

Experience Level

3 years experience

Education Level

Bachelor's Level Degree
Associate's Level Degree

Salary/Compensations

$29.19 - $49.62 Per Hour

Benefits

Participation in performance incentive programs
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
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 in the world is produced using our 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 more than average on innovation and we invest 15% of sales back into R&D.
Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices.
Life here is exciting and our teams thrive on tackling really hard problems.
The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support.
The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services.
Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

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 Rights poster on the U.S. Equal Employment Opportunity Commission website.