Customer Support Engineer (Field Service)

KLA-Belgium; Boise (ID); On-site; USD 3,465,000 - 5,889,000; Full time

Job summary

KLA Boise is seeking a Field Service Engineer to provide on-site customer support for highly complex capital equipment. You will troubleshoot, diagnose, repair, and service at customer sites and trade shows, coordinate with customers to minimize downtime, and guide less experienced team members.

Strong communication and cleanroom experience are required. Responsibilities include PM scheduling, field service reports, quotes preparation, and collaboration with installation engineers, applications

Qualifications

• BS or equivalent years of experience.
• Strong troubleshooting across software and electronics, optics, mechanical, electro‑mechanical and electro‑optical systems.
• Ability to work under pressure with stringent timelines and communicate effectively with customers and teams.

Responsibilities

• Provide customer service support for a variety of advanced KLA products.
• Be the primary focal point of contact for all customer service‑related issues.
• Maintain excellent relationships with customers, CSEs, applications engineers, technical support and sales teams.
• Diagnose and troubleshoot technical equipment problems at customer sites.
• Assist customers with system issues and ensure equipment supports production.
• Maintain PM schedule and perform PMs at customer sites.
• Prepare Field Service Reports and service quotes for customers.
• Cross-train and assist other field service engineers as needed.
• Support onsite installations and dismantling equipment with guidance to colleagues.
• Manage inventory accounts and participate in knowledge capture initiatives.

Skills

Troubleshooting

Electro‑mechanical systems

Electro‑optical systems

Software knowledge

Networking (Windows/Unix/Novell)

Communication skills

Education

BS or equivalent years of experience

Job description

Job Description

Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing 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 and less experienced CSEs in resolving problems. The CSE is responsible for providing tool repair, customer management, and performing all associated logistics tasks. The CSE must have good troubleshooting skills and be proficient in working on electro‑mechanical equipment within a cleanroom environment. The CSE must be self‑motivated and driven to provide the best support for KLA customers. The CSE must demonstrate excellent written and verbal communication skills as communication with customers, co‑workers, and management is critical to the role.

Primary Responsibilities

• Provide customer service support a variety of advanced KLA products.
• Be the primary focal point of contact for all customer service‑related issues.
• Maintain excellent working relationship with customers, CSEs, applications engineers, technical support and sales teams.
• Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site.
• Assists customers with all system issues.
• Ensures equipment enhances customer production.
• Maintain Preventive Maintenance schedule on KLA tools at customer sites and execute on all PMs per the schedule.
• Repair and update equipment at customer site, including system level problems (which have multiple causes and for which no standard procedures exist) based on CSE’s technical knowledge, education, training and certification.
• May access and determine the problems existing in customers’ processes such as chemical leaks or contamination, and as a result may recommend shutdown of a customer fab due to unsafe conditions.
• Prepare Field Service Reports on customer support activity and provides documentation to other supporting functions on recurring problems.
• Create service reports for all service requests using the CRM database.
• Cross‑train and assist other field service engineers as needed.
• Assist Tech Support on all onsite system escalations.
• Provide first level Applications support.
• Provide guidance and technical assistance to Installation Engineers on installations and dismantling equipment.
• Provide guidance to less senior CSEs.
• Manage individual inventory account.
• Assist in the preparation of quotes for customers based on labor, travel expenses incurred, and parts needed.
• Uses discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare, etc.
• Conduct customer orientation and technical training on all aspects of equipment maintenance support for user applications.
• Contribute to the capturing, re‑use, collaboration, and improvement of knowledge using available systems.
• Successfully complete ongoing technical training to acquire a thorough knowledge of company products, the application of diagnostic techniques, and practical application of service aids.
• Cross‑train on multiple products.
• Attain and maintain at least Certification Level3 or PM training.
• Attain and maintain basic proficiency in systems level repair of a product within a family is required.

Skills and Qualifications

Understanding of and ability to troubleshoot problems in software and electronics, optics, mechanical, electro‑mechanical and electro‑optical systems. Understanding of computer theory, various operating systems and applicable operating system software knowledge, and networking in a Windows, Unix or Novell environment. Good interpersonal/communication skills in understanding customer needs. Ability to work under pressure and stringent timelines since systems down for service may affect customer manufacturing area.

Education/Experience: BS or equivalent years of experience.

Physical Requirements

• Walking – 30–60 minutes per day
• Lifting (50lbs.)
• Carrying (50lbs.)
• Turning – daily / 5–10 times per day
• Twisting – daily / 5–10 times per day
• Grabbing – daily / 5–10 times per day
• Kneeling – weekly / 10–20 minutes per day
• Bending and stretching – weekly / 30–60 minutes per day
• Standing (5–8 hours a day)
• Sitting (3–5 hours a day)
• Travels by car or commercial transportation to customer facilities (minimum 30 minutes per day, average 2 hours per day)
• Use of precision hand tools (wrenches, screw drivers, allen/hex keys, etc.) for both coarse and very fine adjustments
• Working in tight spaces
• Wearing a full cleanroom suit, face mask and PPE (personal protective equipment) such as goggles, gloves and safety shoes

Location and Compensation

Primary Location: USA‑ID‑Boise‑KLA.

Base Pay Range: $25.15 – $42.75 Per Hour.

Benefits

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.

Equal Opportunity Employer

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.