Customer Service Engineer – RAPID AZ

KLA-Belgium; Phoenix (AZ); On-site; USD 38,000 - 64,000; Full time

Job summary

KLA in Phoenix, AZ is seeking a field service professional to evaluate, diagnose and repair advanced semiconductor equipment at customer sites and in our office. You will prepare field service reports, coordinate with customers to minimize downtime, and support field projects and demos.

The role requires a Master’s degree or a Bachelor’s with several years of hands-on experience, plus strong problem-solving and customer-oriented skills.

Qualifications

• Masters or Bachelor’s degree with relevant work experience.
• Proven ability to diagnose and repair complex equipment.
• Strong written and verbal communication required.

Responsibilities

• Evaluate, analyze and troubleshoot technical equipment at customer sites or in office.
• Repair system-level problems with limited standard procedures.
• Represent the company and ensure customer happiness with service.
• Ensure operational quality of equipment and minimize downtime at sites.
• Assist Installation Engineer to resolve issues and complete tasks.
• Prepare service reports and document recurring problems.
• Build positive relationships with customers and resolve complex requests.
• Contribute to knowledge sharing and process improvements.
• Handle returns, exchanges and RMA processes with speed and accuracy.
• Coordinate with system engineering teams on critical issues.
• Estimated travel up to 20% after training.

Skills

Field service

Troubleshooting

Customer support

Communication

Education

Master's degree

Bachelor's degree

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 we invest 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 KLA Services 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 KLA Services 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.Job Description/Preferred Qualifications1. Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.2. Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites.3. Represents the company to the customer and assume accountability for customer happiness with service.4. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time.5. Provides assistance to Installation Engineer in resolving problems.6. Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.7. Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues.8. Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems9. Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.10. Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.11. Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects.Minimum QualificationsMaster's Level Degree or work experience of 2 years , Bachelor's Level Degree or work experience of 3 yearsBase Pay Range: $27.46 - $46.69 Per HourPrimary Location: USA-AZ-Phoenix-KLAKLA’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.KLA is proud to be an Equal Opportunity Employer. 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 [e-mail] or at [phone] to request accommodation.Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA . Please ensure that you have searched KLA’s Careers website for legitimate job postings. KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [e-mail] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.