Customer Support Engineer

KLA; Rio Rancho (NM); On-site; USD 39,000 - 65,000; Full time

Job summary

KLA Corporation in Rio Rancho, New Mexico, is seeking a Customer Service/Field Engineer to diagnose and repair complex capital equipment at customer sites and trade shows. You will coordinate with customers to minimize downtime and assist Installation Engineers with installations and dismantling demonstration machines.

The role requires a master's or bachelor’s degree with related work experience and a strong ability to discuss customer requests and report back to management.

Qualifications

• Master’s or Bachelor’s degree with related work experience as described.
• Experience in troubleshooting and diagnosing complex capital equipment.
• Ability to discuss customer requests and report them to management.

Responsibilities

• Update, troubleshoot, diagnose and repair highly complex capital equipment at customer sites and trade shows.
• Coordinate actions with customers to minimize downtime.
• Provide guidance to Installation Engineers on installations and dismantling demonstration machines.

Skills

Customer service

Troubleshooting

Technical communication

Team collaboration

Education

Master's Degree

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/DivisionThe 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 DoIn this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.Works under the supervision of Manager or Senior CSE. Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers in resolving problems.Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.BS + 2 years of experience or equivalent years of experience Has skills to discuss with customers, understands their requests and can report the requests appropriately to his/her manager.Can appropriately process routine work such as FSR, COBOS, and Parts Return by the due date. As for some irregular work, can carry out the actions and achieve the work with responsibility to the end, by receiving directions or instruction by managers. Studies about what he/she needs to know for work when it is needed. Same as previous level Ability to handle and solve problems for common problem cases (tool trouble, DOA, shortage of a part etc.) with appropriate judgment. Can carry out some improvements which can be easily solvable on an individual level.1. Develops capabilities in use of all available diagnostic resources. Develops and demonstrates technical proficiency in all aspects of assigned equipment set.2. Preventive Maintenance (PM) can be carried out as a procedure. Performs routine work by following procedures without instructions. Ability to perform complicated problems or tasks by receiving instructions. Can generate the feedback report for Failure Analysis (FA) and Dead On Arrival (DOA). Attainment & Maintenance of Certification Level 3 in one program - Proficiency in systems level repair of one or more products within a family is required.Minimum QualificationsMaster's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 yearsAbout KLAWe 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 RewardsBase Pay Range: $27.46 - $46.69 Per HourPrimary Location: USA-NM-Rio Rancho-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.Use of AI StatementAt 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 StatementKLA 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.