Disability Solutions - Vancouver, WA
posted 4 months ago
The Customer Support Engineer (CSE) at KLA is primarily responsible for repairing, troubleshooting, diagnosing, and updating highly complex capital equipment at customer sites. This role is crucial in ensuring customer satisfaction with service and operational quality of the system equipment. The CSE will represent the company to the customer, taking accountability for customer satisfaction and minimizing downtime through effective communication and coordination with customers. The position requires a blend of technical expertise and customer service skills, as the CSE will evaluate, analyze, diagnose, and troubleshoot technical equipment problems both via telephone and on-site at customer locations. CSEs are expected to perform board-level troubleshooting using standard procedures, as well as address system-level problems that may have multiple causes and no standard procedures. This requires a strong technical knowledge base, education, and training. The CSE will also prepare field service reports on customer support activity, document recurring issues, and prepare quotes for customers based on labor, travel expenses, and parts needed. Additionally, CSEs will cross-train and assist other field service engineers and provide guidance to Installation Engineers during installations at customer sites. The nature of the work requires CSEs to work independently, with occasional guidance from management. Daily communication with management is essential, especially in situations where equipment is down. CSEs will spend a significant portion of their time in the office resolving equipment problems via phone, but at least 50% of their time will be spent at customer sites or in cleanroom factory environments. This role is integral to the proactive management of tools and the overall performance of KLA's products, contributing to the company's commitment to innovation and customer service excellence.