Customer Support Engineer - SFS/Circl

KLA-Belgium; Phoenix (AZ); On-site; USD 38,000 - 64,000; Full time

Benefits offered by this job

Medical benefits

Dental

Vision

401K

ESPP

Tuition reimbursement

Paid time off

Holidays

Job summary

KLA is seeking a Field Service Engineer in Phoenix, AZ. You will troubleshoot, diagnose, repair and service highly complex capital equipment at customer sites and trade shows, ensuring operational quality and minimal downtime.

You will travel to customer facilities, collaborate with Installation Engineers, and contribute to quotes and knowledge capture to improve service delivery. Minimum BS +2 years of experience required.

Qualifications

• BS +2 yrs experience or equivalent years of experience.
• Experience with highly complex capital equipment at customer sites and trade shows.
• Ability to troubleshoot and diagnose technical equipment problems.
• Represents the company to customers and ensures satisfaction with service.

Responsibilities

• Update, troubleshoot, diagnose and repair highly complex capital equipment at customer sites and trade shows.
• Coordinate actions with customers to minimize downtime and ensure equipment performance.
• Provide guidance to Installation Engineers and assist in installations and demonstrations.
• Prepare field service reports and assist in preparing quotes for customers.

Skills

Customer service

Troubleshooting

Diagnostic skills

Field service

Education

Bachelor's degree

Job description

Company Overview

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.

Group / Division

The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description / Preferred Qualifications

• 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.
• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site.
• Ensures equipment enhances customer production.
• Repairs and updates equipment at customer facility.
• Repairs 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.
• Prepares fields service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
• Assists in the preparation of 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.
• Assists other field service engineers as appropriate.
• Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines.
• Travels by car or commercial transportation to customer facility.
• Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems.

Minimum Qualifications BS +2 yrs experience or equivalent years of experience.

Base Pay Range: $27.46 - $46.69 Per Hour

Primary Location: USA-AZ-Phoenix-KLA

Benefits and Rewards Package

• 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

Equal Opportunity

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.

Additional Information

KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers. KLA does not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. KLA is hiring talented engineers, physicists, data scientists and other problem-solvers all across the US. Do you have a passion for solving complex technical challenges? Check out our job openings!