Customer Support Engineer

1000 KLA Corporation; Vancouver (WA); On-site; USD 40,000 - 68,000; Full time

Job summary

KLA Corporation is seeking a Customer Support Engineer to repair, troubleshoot, and update highly complex capital equipment at customer sites across the USA. The role involves 50% time at customer sites and 50% in the office, providing guidance to installation teams and generating field service reports.

The ideal candidate has a High School diploma with 1–3 years in a related role, strong communication skills, and a willingness to travel.

Qualifications

• Minimum: High School diploma with 1–3 years of relevant work experience.
• Excellent oral and written communications skills.
• Motivated, dedicated and dependable.
• Team player and willing to travel.
• Maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team.
• Requires good troubleshooting skills.

Responsibilities

• Repair and troubleshoot highly complex capital equipment at customer sites.
• Represent the company to the customer and drive customer satisfaction.
• Coordinate actions with customers to minimize downtime; support Installation Engineers as needed.
• Manage parts inventory and related administrative work.
• Prepare field service reports and documentation for recurring issues.
• Prepare quotes based on labor, travel, and parts; assist regional admin with quotes.

Skills

Communication

Teamwork

Travel willingness

Customer relationship

Troubleshooting

Education

Bachelor's Degree

Job description

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 repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites, in accordance with documented procedures, Technical Support instructions, and established industry practices.

• 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.
• The CSE is responsible for managing their parts inventory along with their related administrative work.
• Evaluate, analyze, diagnose and troubleshoot technical equipment problems via telephone or at customer site.
• Ensure equipment enhances customer production.
• Repair and modify equipment at customer facility.
• Evaluate equipment to determine type and extend of problem.
• Repairs involve board-level troubleshooting which can be performed using standard procedures, as well as system level problems which have multiple causes and no standard procedures exist.
• Repair of system level issues are based on CSEs technical knowledge, education, and training.
• CSEs also prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring issues.
• Prepare quotes for customers based on labor, travel expenses incurred, and parts needed.
• CSEs 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.
• Provides guidance and technical assistance to Installation Engineers on installations at customer sites or on installing/dismantling demonstration machines.
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management.
• CSEs are required to contact management on a daily basis (at least twice each day in a down tool situation) to report activities.
• CSEs spend part of their time in the office resolving equipment problems via phone and at least 50% of time at customer site and/or cleanroom factory environment.
• 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

• Bachelor's Level Degree with related work experience of 1 year
• Prefer experience working in the semiconductor industry

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: $29.19 - $49.62 Per Hour

Primary Location: USA-WA-Vancouver-KLA

KLA'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 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.

We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Additional Information

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, 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.