Job Description/Preferred QualificationsThe Customer Support Engineer (CSE) is primarily responsible for customer service activities on FAST/Films tools 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.
- Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extend of problem. Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
- Repair of system level issues are based on CSEs technical knowledge, education, and training. Board vs.system level troubleshooting is split ~50/50.
- In analyzing and diagnosing equipment issues, CSEs may access and determine a problem exists in customer process such as chemical leaks or contamination and as a result may recommend shutdown of customer fab due to unsafe conditions. CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
- Prepare quotes for customers based on labor, travel expenses incurred and parts needed. CSEs use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc.
- Cross train and assist other field service engineers as appropriate. Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
- The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities. CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
- Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.
Minimum QualificationsBachelor's Level Degree or work experience of 3 years
Base Pay Range: $33.75 - $57.36 Per Hour
Primary Location: USA-TX-Austin-KLA
KLA's total rewards package for employees may also include participation in performance incentive programs and 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, and family care and bonding leave.
Interns are eligible for some of the benefits listed. Our pay ranges are determined by role, level, and location. The range displayed reflects the pay for this position in the primary location identified in this posting. Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training. We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.
