Customer Support Engineer

Job Description

Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing 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.

• Serve as the primary focal point of contact for all customer service-related issues.
• Maintain excellent working relationships with customers, CSEs, applications engineers, technical support and sales teams.
• Evaluate, analyze, diagnose and troubleshoot technical equipment problems at customer site.
• Assist customers with all system issues and ensure equipment enhances customer production.
• Maintain preventive maintenance schedule on KLA tools and execute all PMs.
• Repair and update equipment at customer site, including system level problems that lack standard procedures.
• Assess customer processes for safety issues, such as chemical leaks or contamination, and recommend shutdown if unsafe.
• Prepare field service reports and document recurring problems in CRM database.
• Cross‑train and assist other field service engineers and provide first‑level application support.
• Provide guidance and technical assistance to Installation Engineers during installations and dismantling.
• Assist in preparing quotes for customers, including labor, travel expenses and parts.
• Conduct customer orientation and technical training on equipment maintenance.
• Participate in ongoing technical training and cross‑train on multiple products.
• Maintain Certification Level 3 or PM training and basic proficiency in systems‑level repair within a product family.

• Understanding of software, electronics, optics, mechanical, electro‑mechanical and electro‑optical systems.
• Knowledge of operating systems (Windows, Unix, Novell) and networking.
• Strong interpersonal and communication skills for customer interactions.
• Ability to work under pressure and meet stringent timelines.
• Good troubleshooting skills and proficiency on electro‑mechanical equipment in a cleanroom environment.
• Self‑motivated and driven to provide the best support for KLA customers.
• Minimum:
  Bachelor’s degree with 0 years related experience.

Base Pay Range: $25.15 – $42.75 per hour. Primary location:
Boise, Idaho (USA).

• Health, dental, vision, and life insurance.
• 401(k) with company matching.
• Employee stock purchase program (ESPP).
• Tuition reimbursement and student debt assistance.
• Paid time off and paid holidays.
• Wellness benefits and employee assistance program.
• Family care and bonding leave.

KLA is proud to be an Equal Opportunity Employer. We will ensure 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.