Field Technical Support Engineer – Customer Success

KLA; Phoenix (AZ); On-site; USD 37,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision

401(K) including company matching

Employee stock purchase program (ESPP)

Job summary

KLA is seeking a field service professional to support customers in the Phoenix area. You will diagnose and troubleshoot equipment issues via on-site visits or remote support, aiming to minimize downtime and maximize product quality.

The role emphasizes building strong customer relationships, resolving complex problems, and contributing to knowledge sharing. Travel is ~20% after training; positions may involve office and customer-site work to support multiple projects.

Qualifications

• Master’s Degree with 0 years related work experience.
• Bachelor’s Degree with 2 years related work experience.

Responsibilities

• Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production.
• Repairs of system level problems at customer sites.
• Represents the company to the customer and assumes accountability for customer happiness with service.
• Assures operational quality of system equipment. Coordinates actions with customers to minimize downtime.
• Provides assistance to Installation Engineer in resolving problems.
• Prepares fields service reports on customer support activity and provide documentation to other supporting functions on recurring problems.
• Builds positive relationship with customers and increases customer satisfaction by resolving sophisticated requests and issues.
• Contributes to knowledge capture and reuse using available systems.
• Develops and handles RMA processes ensuring returns/exchanges/ repairs are done swiftly and accurately.
• Executes technical issues with detailed problem statements and passes down to the system engineering team at customer site.
• Estimated travel is 20% once trained; many duties performed in the office or at customer sites.

Skills

Troubleshooting

Customer happiness

Education

Master's Degree

Bachelor's Degree

Job description

KLA is seeking a field service professional to support customers in the Phoenix area. You will diagnose and troubleshoot equipment issues via on-site visits or remote support, aiming to minimize downtime and maximize product quality.

The role emphasizes building strong customer relationships, resolving complex problems, and contributing to knowledge sharing. Travel is ~20% after training; positions may involve office and customer-site work to support multiple projects.