Customer Support Engineer
Posted on: January 11, 2022
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. No laptop,
smartphone, wearable device, voice-controlled gadget, flexible
screen, VR device or smart car would have made it into your hands
without us. KLA invents systems and solutions for the manufacturing
of wafers and reticles, integrated circuits, packaging, printed
circuit boards and flat panel displays. The innovative ideas and
devices that are advancing humanity all begin with inspiration,
research and development. KLA focuses more than average on
innovation and in 2019 we invested 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. There is never a dull moment with us.
The Global Service Support Organization (GSS) 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 GSS 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.
Works under the supervision of Manager or Senior CSE. 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 in
1. Evaluates, analyzes, diagnoses and troubleshoots technical
equipment problems via telephone or at customer site. Ensures
equipment enhances customer production. Repairs and updates
equipment at customer facility.
2. Repairs of system level problems (which have multiple causes and
for which no standard procedures exist) are based on CSE's
technical knowledge, education, training and certification
3. CSE's may access and determine the problems existing in
customers' processes such as chemical leaks or contamination, and
as a result may recommend shutdown of customer fab due to unsafe
4. Prepares fields service reports on customer support activity and
provides documentation to other supporting functions supporting
functions on re-occurring problems.
5. Assists in the preparation of quotes for customers based on
labor, travel expenses incurred and parts needed. CSE's use
discretion and assist regional admin in preparing quotes based on
reason for equipment failure, time to prepare etc.
6. Assists other field service engineers as appropriate. Provides
guidance and technical assistance to Installation Engineer on
installations at customer sites or on installing/dismantling
7. Travels by car or commercial transportation to customer
8. Contribute to the Capturing, Re-use, Collaboration, and
Improvement of knowledge using available system
BS + 2 years of experience or equivalent years of experience
We offer a competitive, family friendly total rewards package. We
design our programs to reflect our commitment to an inclusive
environment, while ensuring we provide benefits that meet the
diverse needs of our employees.
KLA is proud to be an Equal Opportunity Employer. We do not
discriminate on the basis of race, religion, color, national
origin, sex, gender identity, gender expression, sexual
orientation, age, marital status, veteran status, disability status
or any other status protected by applicable law. 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.
Keywords: KLA, Chandler , Customer Support Engineer, Engineering , Chandler, Arizona
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