To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.
Group/Division
The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.
What You'll Do
In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.
Customer Support Engineer (CSE)
General Description:
Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers and less experienced CSEs in resolving problems.
A CSE providing service support for customer Micron Technology, Inc. in Boise, ID. The CSE is responsible for providing tool repair, customer management, and performing all associated logistics tasks. The CSE must have good troubleshooting skills and be proficient in working on electro-mechanical equipment within a cleanroom environment. The CSE must be self-motivated and driven to provide the best support for KLA customers. The CSE must demonstrate excellent written and verbal communication skills as communication with customers, co-workers, and management is critical to the role.
Primary Responsibilities:
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…