Customer Support Engineer

KLA-Belgium; Rio Rancho (NM); On-site; USD 68,016,000 - 100,289,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life insurance

401(k) matching

ESPP

Student debt assistance

Tuition reimbursement

Career growth

Financial planning

Wellness program

PTO & holidays

Family leave

Job summary

KLA is seeking a Customer Support Engineer (CSE) to update, troubleshoot, diagnose, and repair highly complex capital equipment at customer sites. The role represents the company to customers and ensures satisfaction through expert service delivery.

The position requires travel to support customers throughout the western US and North America, mentoring junior engineers and collaborating with regional teams to resolve issues and improve service quality.

Qualifications

• Bachelor's degree required with 0 years of related experience.

Responsibilities

• Repair system-level problems based on knowledge, education, and certification.
• Assess issues in customers' processes and may recommend shutdown of the customer fab for safety.
• Prepare field service reports and document re-occurring problems.
• Prepare quotes for customers based on labor, travel, and parts.
• Assist regional admins in preparing quotes based on reason for equipment failure, time to prepare etc.
• Cross-train and assist other field service engineers as appropriate.
• Provide guidance to less senior CSEs.

Skills

Customer service

Troubleshooting

Diagnostics

Technical knowledge

Mentoring

Education

Bachelor's Degree

Job description

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale-faster and better than ever before. That's where KLA comes in.

Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. 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.

• 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.

This Position is located in Rio Rancho NM

Minimum Qualifications

• Bachelor's Level Degree and 0 years related work experience

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Total Rewards

Total Rewards Base Pay Range: $23.71 - $35.00 Per Hour

Primary Location: USA-NM-Rio Rancho-KLA

• 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
• 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.

Use of AI Statement

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

Equal Opportunity Statement

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. For additional information, view the US Know Your Rights poster on the U.S. Equal Employment Opportunity Commission website.