Customer Support Engineer
Location: Rio Rancho
Posted on: November 19, 2021
Company OverviewKLA 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/DivisionThe 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.
** This Position is located in Rio Rancho NM **
In this position you will:
- Repair 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.
- 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
- Prepare fields service reports on customer support activity and
provide documentation to other supporting functions on re-occurring
- Prepare 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.
- Cross train and assist other field service engineers as
appropriate. Also provide guidance to less senior CSE's. Provide
guidance and technical assistance to Installation Engineer on
installations at customer sites or on installing/dismantling
- Conduct customer orientation and technical training on all
aspects of equipment maintenance support for user applications.
- Travel by car or commercial transportation to customer facility
as well as travel to support customers throughout the western US
and other regions in North America, as needed.
- Contribute to the Capturing, Re-use, Collaboration, and
Improvement of knowledge using available systems.
- High School diploma with at least 1-3 years of relevant work
- Excellent oral and written communications skills
- Motivated, dedicated and dependable
- Team performer and willing to travel
- Must maintain excellent working relationship with customers,
customer support engineers, applications engineers, technical
support and sales team
- Requires good troubleshooting skills
- Master's Level Degree with related work experience of 1 year,
or Bachelor's Level Degree with related work experience of 3-5
- Prefer experience working in the semiconductor industry
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.
Keywords: KLA, Rio Rancho , Customer Support Engineer, Engineering , Rio Rancho, New Mexico
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