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Customer Support Engineer

Company: KLA
Location: Rio Rancho
Posted on: November 19, 2021

Job Description:

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 conditions.
      • Prepare fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
        • 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 demonstration machines.
            • 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.


                  Minimum Qualifications
                  • High School diploma with at least 1-3 years of relevant work experience
                  • 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

                    Preferred 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
                    • 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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