Customer Support Engineer

KLA; Town of Malta (NY); On-site; USD 40,212 - 68,356; Full time

Benefits offered by this job

401(k) matching

Tuition reimbursement

Paid time off

Job summary

A leading technology company located in the Town of Malta, New York, is seeking a candidate who can effectively evaluate and solve technical equipment problems. The role requires building positive customer relationships and ensuring customer satisfaction through technical support. Candidates must have a Master's Level Degree or a Bachelor's Degree with 2 years of related experience. Additional perks include participation in performance programs and various benefits like medical and tuition reimbursement.

Qualifications

• Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years.

Responsibilities

• Evaluate, analyze, diagnose and solve technical equipment problems.
• Ensure equipment improves customer production.
• Build positive relationships with customers and increase customer satisfaction.
• Travel approximately 30% once trained.

Skills

Technical problem solving

Customer relationship building

Analytical skills

Communication skills

Education

Master's Level Degree

Bachelor's Level Degree with 2 years experience

Job description

Responsibilities

• Evaluate, analyze, diagnose and solve technical equipment problems via telephone or at customer site.
• Ensure equipment improves customer production. Repair of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites. Represent the company to the customer and assume accountability for customer happiness with service. Assure operational quality of system equipment. Coordinate actions with customers to minimize down time.
• Provide assistance to Installation Engineer in resolving problems. Prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
• Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues. Develop and handle 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.
• Execute technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site.
• Travel approximately 30% once trained in the classroom as part of an 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.

Minimum Qualifications

• Master's Level Degree and 0 years related work experience; Bachelor's Level Degree and related work experience of 2 years

Other Details

Base Pay Range: $29.19 - $49.62 Per Hour

Primary Location: USA-NY-Malta

Other benefits include participation in performance incentive programs and eligibility for medical, dental, vision, life, and other voluntary benefits, 401(k) matching, ESPP, student debt assistance, tuition reimbursement, development and career growth opportunities, financial planning benefits, wellness benefits including an EAP, paid time off and holidays, and family care leave. Interns are eligible for some benefits listed.

KLA is an Equal Opportunity Employer. Qualified individuals with disabilities will be 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 [e-mail] or [phone] to request accommodation.

Be aware of potentially fraudulent job postings or suspicious recruiting activity. KLA never asks for any financial compensation to be considered for an interview or employment, and does not work with recruiters or third parties who charge such fees. For verification, contact [e-mail] to confirm legitimate postings and process. We take your privacy seriously and handle your information confidentially.