Customer Support Engineer - Utica, NY

KLA; Milpitas (CA); Hybrid; USD 42,595 - 72,392; Full time

Job summary

KLA is seeking a Customer Support Engineer (CSE) to diagnose, troubleshoot, repair, and support highly complex capital equipment at customer sites. You will work closely with customers to ensure satisfaction and coordinate with engineering teams for effective solutions.

The role involves field visits, remote support, and ongoing training to gain Certification Level 3. You will spend significant time at customer sites and in cleanroom environments, ensuring rapid issue resolution.

Qualifications

• Associates or Bachelor’s Degree or 3 years of work experience.
• Proven ability to diagnose and troubleshoot complex equipment.
• Strong communication with customers under tight timelines.

Responsibilities

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location.
• Repair system level issues using diagnostics and remote support with engineering teams.
• Prepare field service reports and assist with quotes for repairs.

Skills

Customer communication

Independent work

Technical troubleshooting

Education

Associates or Bachelor's Degree

Tools

DVMs

Oscilloscopes

Flow meters

Job description

Job Description

The Customer Support Engineer (CSE) is primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing, and repairing highly complex capital equipment at customer sites. The CSE represents the company to the customer and assumes accountability for customer satisfaction with service.

Responsibilities

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location.
• Repair system level issues based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams, with solutions driven by analytical assessments of available data.
• Ensure equipment enhances customer production; identify problems in a customer process and recommend shutdown of customer fab equipment when necessary to prevent process excursions that could affect production output.
• Prepare field service reports on all support activity and assist regional admin in preparing quotes based on reason for equipment failure, time to solve, and potential costs involved with repairs.
• Cross‑train and assist other field service engineers; mentor less experienced support engineers; aid installation teams on equipment startup and relocation activity.
• Work independently; spend at least 50% of time at customer site or cleanroom factory environment with only occasional guidance from management.
• Use and understand DVMs, oscilloscopes, flow meters and various other test equipment.
• Successfully complete ongoing technical training to acquire detailed knowledge of company equipment, diagnostic techniques, and practical application of service aids. Attain Certification Level 3, including basic proficiency in systems level repair within a defined time period.
• Demonstrate good interpersonal/communication skills in understanding customer needs; work with exacting timelines to address system down events that may affect customer manufacturing areas; communicate system issues internally and externally to diverse technical audiences.

Minimum Qualifications

Associates or Bachelor’s Level Degree, or 3 years of work experience.

Compensation & Benefits

Base Pay Range: $30.92 - $52.55 per hour. Primary Location: USA-NY-Remote-US.

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.

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.