Customer Support Engineer

Company: Kla-tencor
Location: Boston
Posted on: June 13, 2021

Job Description:

Company Overview

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.

Group/Division

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.

The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The Customer Service Engineer represents the company to the customer and assumes accountability for customer satisfaction with service. The CSE assures the operational quality of the system equipment and coordinates actions with customers to minimize down-time and may provide assistance to Installation Engineers in resolving problems. The CSE is responsible for their parts inventory tracking along with documentation related administrative work.

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location.
• Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams. Must drive solutions based on analytical assessments of available data.
• Ensure equipment enhances customer production. In analyzing and diagnosing equipment issues, CSEs may identify a problem exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output.
• CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to solve, and potential costs involved with repairs.
• Cross train and assist other field service engineers as appropriate. Provides mentorship and technical assistance to less experienced support engineers. In addition, CSEs aid installation teams on equipment startup and relocation activity.
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment.
• 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 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.

Minimum Qualifications

Master's Level Degree with related work experience of 1 year, or Bachelor's Level Degree with related work experience of 3-5 years, or equivalent combination of work experience and education.

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. Please contact us at talent.acquisition@kla.com to request accommodation.

Keywords: Kla-tencor, Boston , Customer Support Engineer, Other , Boston, Massachusetts