Customer Support Engineer

Job TitleCustomer Service Engineer (CSE)Job DescriptionPrimarily 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 and less experienced CSEs in resolving problems.A CSE providing service support for customer Micron Technology, Inc. in Boise, ID. 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 ResponsibilitiesProvide 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 Level 3 or PM training. Attain and maintain basic proficiency in systems level repair of a product within a family is required.Skills NeededUnderstanding 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.Minimum QualificationsBachelor's Level Degree and 0 years related work experienceBase Pay Range$25.15 - $42.75 Per HourPrimary Location: USA-ID-Boise-KLAKLA'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.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 View email address on click.appcast.io or at View phone number on click.appcast.io to request accommodation.Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees. 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, an offer of employment, or that an employee is not legitimate, please send an email to View email address on click.appcast.io to confirm the person you are communicating with is an employee. 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