Customer Support Engineer at KLA in Hillsboro, OR

Summary: KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. They are seeking a Customer Support Engineer to evaluate, analyze, diagnose, and troubleshoot technical equipment problems, ensuring customer satisfaction and operational quality of system equipment. Responsibilities: - Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment improves customer production - Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites - Represents the company to the customer and assume accountability for customer happiness with service - Assures operational quality of system equipment. Coordinates actions with customers to minimize down time - Provides assistance to Installation Engineer in resolving problems - Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems - Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues - Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems - Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved - Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site - Estimated travel is 20% once trained in the classroom as part of on-the-job training program. Although, much of the job responsibilities will be performed in the office or at the customer site supporting various projects and initiatives. In addition to problem diagnosis and resolution, other support duties will include characterization and support of customer demos and field projects Required Qualifications: - Bachelor's Level Degree and 0 years related work experience - Hands on skills related to the repair of highly complex Electro Mechanical capital equipment - Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site - Repairs of system level problems (which have multiple causes and for which no standard procedures exist) at customer sites - Represents the company to the customer and assume accountability for customer happiness with service - Assures operational quality of system equipment - Coordinates actions with customers to minimize down time - Provides assistance to Installation Engineer in resolving problems - Prepares fields service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems - Build positive relationship with customers and increase customer satisfaction by resolving sophisticated requests and issues - Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems - Develops and handles return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved - Executes technical critical issues with detailed problem statement and pass-down to work with system engineering technical team in customer site - Estimated travel is 20% once trained in the classroom as part of on-the-job training program Required Skills: Electro Mechanical repair, Technical troubleshooting Important Skills: Field service reporting, RMA processes Nice-to-Have Skills: Customer service Benefits: Medical, Dental, Vision, Life, 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, Paid company holidays, Family care and bonding leave