KLA Customer Support Engineer CSE 

United States, Virginia, Manassas 

61938525

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 training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids.
• Cross-train on multiple products.
• Attain and maintain at least Certification Level 3 or PM training. Attain and maintain basic proficiency in systems level repair of a product within a family is required.

Skills Needed:

• Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro-mechanical and electro-optical systems.
• Understanding of computer theory, various operating systems and applicable operating system software knowledge, and networking in a Windows, Unix or Novell environment.
• Goodinterpersonal/communicationskills in understanding customer needs.
• Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area.

Education/Experience:

• BS or equivalent years of experience + 8 years of experience

Physical requirements:

• Walking – 30-60 minutes per day
• Lifting (50 lbs.)
• Carrying (50 lbs.)
• Turning – daily / 5-10 times per day
• Twisting – daily / 5-10 times per day
• Grabbing – daily / 5-10 times per day
• Kneeling – weekly / 10-20 minutes per day
• Bending and stretching – weekly / 30-60 minutes per day
• Standing (5-8 hours a day)
• Sitting (3-5 hours a day)
• Travels by car or commercial transportation to customer facilities (minimum 30 minutes per day, average 2 hours per day)
• Use of precision hand tools (wrenches, screw drivers, allen/hex keys, etc) for both coarse and very fine adjustments
• Working in tight spaces
• Wearing a full cleanroom suit, face mask and PPE (personal protective equipment) such as goggles, gloves and safety shoes

Minimum Qualifications

Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years