Customer Support Engineer
Company: Disability Solutions
Location: Hillsboro
Posted on: October 24, 2024
Job Description:
Base Pay Range: $23.85 - $40.53 Per HourPrimary Location:
USA-OR-Hillsboro-Beaverton-KLAKLA's total rewards package for
employees may also include participation in performance incentive
programs and eligibility for additional benefits identified below.
Interns are eligible for some of the benefits identified below. Our
pay ranges are determined by role, level, and location. The range
displayed above reflects the minimum and maximum pay for this
position in the primary location identified in this posting. Actual
pay depends on several factors, including location, job-related
skills, experience, and relevant education level or training. If
applicable, your recruiter can share more about the specific pay
range for your preferred location during the hiring process.
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 QualificationsThe
Customer Support Engineer (CSE) is primarily responsible for
customer service activities that are associated with updating,
troubleshooting, diagnosing, and repairing highly complex capital
equipment at customer sites. The Customer Service Engineer
represents the company to the customer and assumes accountability
for customer satisfaction with service. The CSE assures the
operational quality of the system equipment and coordinates actions
with customers to minimize down-time and may provide assistance to
Installation Engineers in resolving problems.
- Evaluate, analyze, diagnose and troubleshoot technical
equipment problems via telephone or at customer site.
- Ensure equipment enhances customer production.
- Repair and modify equipment at customer facility.
- Evaluate equipment to determine type and extend of problem.
Repairs involve board-level troubleshooting which can be performed
using standard procedures, as well as system level problems which
have multiple causes and no standard procedures exist.
- Repair of system level issues are based on CSEs technical
knowledge, education, and training. Board vs.system level
troubleshooting is split -50/50.
- In analyzing and diagnosing equipment issues, CSEs may access
and determine a problem exists in customer process such as chemical
leaks or contamination and as a result may recommend shutdown of
customer fab due to unsafe conditions. CSEs also prepare field
service reports on customer support activity and provide
documentation to other supporting functions on re-occurring
issues.
- Prepare quotes for customers based on labor, travel expenses
incurred, and parts needed. CSEs use discretion and assist regional
admin in preparing quotes based on reason for equipment failure,
time to prepare etc.
- Cross train and assist other field service engineers as
appropriate. Provides guidance and technical assistance to
Installation Engineers on installations at customer sites or on
installing/dismantling demonstration machines.
- The nature of work requires that CSEs work independently; only
occasionally requiring guidance from management. CSEs are required
to contact management on a daily basis (at least twice each day in
a down tool situation) to report activities. CSEs spend part of
their time in the office resolving equipment problems via phone and
at least 50% of time at customer site and/or cleanroom factory
environment.
- Contribute to the Capturing, Re-use, Collaboration, and
Improvement of knowledge using available systems.Desired
Qualifications
- Ability to understand and troubleshoot problems in software and
electronics, optics, mechanical, electro-mechanical, and
electro-optical systems.
- Analytical skills
- Knowledge of computer theory, various operating systems, and
applicable operating system software knowledge, Networking in a
Windows, Unix or Novell environment.
- Basic automation functionality on assigned equipment set.
Develops technical proficiency in understanding automation with
exposure to various systems.
- Preventive Maintenance (PM) aspects of assigned equipment
set.
- PM work can be done with instruction of a manager or senior
engineer.
- Must successfully complete ongoing technical training to
acquire a thorough knowledge of company equipment, the application
of diagnostic techniques and practical application of service
aids.
- Microsoft Office suite proficiency is required.
- Attainment of Certification Level 2 or PM Training. Basic
proficiency in systems level repair of a product within a family is
required.
- Basic Semiconductor industry process knowledge required. KLA
class for Introduction to semiconductor processes will be
provided.
- Good interpersonal/communication skills in understanding
customer needs. Ability to work under pressure and with stringent
timelines since the system is down for service and may affect
customer manufacturing area.
- Ability to troubleshoot issues/failures in software and
electronic systems.Minimum QualificationsBachelor's Level Degree
and 0 years related work experienceThe company offers a total
rewards package that is competitive and comprehensive including but
not limited to the following: 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, and family care and bonding leave.
KLA is proud to be an Equal Opportunity Employer. We do not
discriminate on the basis of race, religion, color, national
origin, sex, gender identity, gender expression, sexual
orientation, age, marital status, veteran status, disability status
or any other status protected by applicable law. We will ensure
that 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. Please contact
us at talent.acquisition@kla.com or at +1-408-352-2808 to request
accommodation.
Keywords: Disability Solutions, Beaver Creek , Customer Support Engineer, Engineering , Hillsboro, Oregon
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