Customer Service Engineer

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver customer service support for a range of advanced KLA products, serving as the primary contact for all customer service-related inquiries.

• Foster strong relationships with customers, Customer Service Engineers (CSEs), applications engineers, technical support, and sales teams.

• Assess, analyze, diagnose, and resolve technical equipment issues on customer premises, assisting clients with all system-related challenges to optimize equipment efficiency in their production processes.

• Oversee the Preventive Maintenance schedule for KLA tools at customer locations and ensure all PMs are performed as scheduled.

• Repair and update equipment at customer sites, addressing system-level issues that may arise from various causes without standard procedures, leveraging the CSE’s technical expertise, training, and certification.

• Evaluate and identify problems within customers’ processes, such as chemical leaks or contamination, which may necessitate recommending a temporary shutdown of a customer fab for safety reasons.

• Generate Field Service Reports detailing customer support activities and provide documentation to relevant teams regarding recurring issues. Create service reports for all service requests using the CRM database.

• Cross-train and support other field service engineers as required.

• Collaborate with Tech Support on all onsite system escalations.

• Offer first-level Applications support.

• Provide technical guidance and assistance to Installation Engineers during equipment installations and dismantling.

• Mentor less experienced CSEs.

• Manage individual inventory accounts.

• Aid in preparing customer quotes based on labor, travel expenses, and required parts, exercising discretion and assisting regional administration in quote preparation based on equipment failure reasons and preparation time.

• Conduct customer orientation and technical training covering all aspects of equipment maintenance support for user applications.

• Contribute to the documentation, sharing, and enhancement of knowledge using available systems.

• Complete ongoing technical training to gain comprehensive knowledge of company products, diagnostic techniques, and practical service aid applications.

• Cross-train across multiple products.

⛳️ Requirements

• Bachelor’s degree or equivalent experience (2-5 years).

• Proficient in troubleshooting issues in software and electronics, optics, mechanical, electro-mechanical, and electro-optical systems.

• Familiarity with computer theory, various operating systems, applicable operating system software, and networking in Windows, Unix, or Novell environments.

• Strong interpersonal and communication skills to effectively understand customer needs.

• Ability to perform under pressure and meet tight deadlines, considering that system downtime may impact customer manufacturing operations.

🏝️ Benefits

• Medical insurance.

• Dental coverage.

• Vision insurance.

• Life insurance.

• Additional voluntary benefits.

• 401(K) plan with company matching.

• Employee Stock Purchase Program (ESPP).

• Student debt assistance.

• Tuition reimbursement program.

• Opportunities for development and career growth.

• Financial planning benefits.

• Wellness benefits, including an Employee Assistance Program (EAP).

• Paid time off.

• Paid company holidays.

• Family care and bonding leave.