Customer Support Engineer

** Company Overview
** KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays.

The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems.

There is never a dull moment with us.
** Group/Division
** The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services.

Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.
** Job Description/Preferred Qualifications
** Primarily 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,  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 Responsibilities:

* Provide 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…