Customer Support Engineer
Posted on: June 13, 2021
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.
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
- 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
- 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.
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 email@example.com to request accommodation.
Keywords: Kla-tencor, Boston , Customer Support Engineer, Other , Boston, Massachusetts
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