Customer Support Engineer - Utica, NY

Summary

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. The Customer Support Engineer (CSE) is primarily responsible for customer service activities related to troubleshooting, diagnosing, and repairing complex capital equipment at customer sites, ensuring customer satisfaction and operational quality.

Responsibilities

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location
• Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams. Must drive solutions based on analytical assessments of available data
• Ensure equipment enhances customer production. In analyzing and diagnosing equipment issues, CSEs may identify a problem that exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output
• CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. CSEs use discretion 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 as appropriate. Provides mentorship and technical assistance to less experienced support engineers. In addition, CSEs aid installation teams on equipment startup and relocation activity
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment
• Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment
• Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period
• Good interpersonal/communication skills in understanding customer needs. Ability to work with exacting timelines to address system down events that may affect customer manufacturing area. Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience

Skills

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location
• Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams. Must drive solutions based on analytical assessments of available data
• Ensure equipment enhances customer production. In analyzing and diagnosing equipment issues, CSEs may identify a problem that exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output
• CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. CSEs use discretion 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 as appropriate. Provides mentorship and technical assistance to less experienced support engineers. In addition, CSEs aid installation teams on equipment startup and relocation activity
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment
• Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment
• Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period
• Good interpersonal/communication skills in understanding customer needs. Ability to work with exacting timelines to address system down events that may affect customer manufacturing area. Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience
• Associates or Bachelor's Level Degree or work experience of 3 years

Qualifications

Must Haves

• Evaluate, analyze, diagnose, and solve technical equipment problems via telephone, remote access or in person at a customer location
• Repair of system level issues are based on CSEs technical knowledge, education, and training. These repairs involve system level troubleshooting which can be performed using standard procedures, system level diagnostics, and/or remote support sessions with factory-based engineering teams. Must drive solutions based on analytical assessments of available data
• Ensure equipment enhances customer production. In analyzing and diagnosing equipment issues, CSEs may identify a problem that exists in a customer process and as a result may recommend shutdown of customer fab equipment to prevent process excursions that would ultimately impact production output
• CSEs prepare field service reports on all support activity as part of tracking and accounting for work activity. CSEs use discretion 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 as appropriate. Provides mentorship and technical assistance to less experienced support engineers. In addition, CSEs aid installation teams on equipment startup and relocation activity
• The nature of work requires that CSEs work independently; only occasionally requiring guidance from management. CSEs spend at least 50% of time at customer site and/or cleanroom factory environment
• Ability to use and understand DVMs, oscilloscopes, flow meters and various other test equipment
• Must successfully complete ongoing technical training to acquire a detailed knowledge of company equipment, the application of diagnostic techniques and practical application of service aids. Attainment of Certification Level 3 including basic proficiency in systems level repair of a product within a family is required within a defined time period
• Good interpersonal/communication skills in understanding customer needs. Ability to work with exacting timelines to address system down events that may affect customer manufacturing area. Efficiently communicate system issues internally to management and technical support teams as well as being able to externally communicate critical issues to a diverse technical audience
• Associates or Bachelor's Level Degree or work experience of 3 years

Benefits

• Participation in performance incentive programs
• 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
• Family care and bonding leave
• Interns are eligible for some of the benefits listed