Customer Support Engineer - FaST Products

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is hiring a Customer Support Engineer for its KLA Services team in Phoenix. The role covers hands-on repair of highly complex electro-mechanical capital equipment, with estimated travel of 20% after classroom-based on-the-job training.

Key responsibilities

• Evaluate, analyze, diagnose and troubleshoot equipment problems by telephone or at the customer site, improving customer production.
• Repair system-level problems with multiple causes and no standard procedures at customer sites.
• Represent the company to the customer and take accountability for customer satisfaction with service.
• Ensure operational quality of equipment and coordinate with customers to minimize downtime.
• Assist the Installation Engineer in resolving problems.
• Prepare field service reports and document recurring problems for other functions.
• Build positive relationships with customers and resolve sophisticated requests.
• Contribute to capturing, reusing, collaborating on and improving knowledge.
• Develop and handle return material authorization (RMA) processes for returns, exchanges, service and repairs.
• Handle technical critical issues with a detailed problem statement and pass them to the system engineering team at the customer site.
• Support customer demonstrations and field projects.

Required profile

• Master's degree with 0 years of related work experience, or a Bachelor's degree with 2 years of related experience.
• Hands-on skills for repairing complex electro-mechanical capital equipment.

What we offer

• Base pay of $27.46 to $46.69 per hour.
• Possible performance incentive programs and benefits such as medical, dental, vision, life insurance, 401(k) with company matching, ESPP, tuition reimbursement, EAP, paid time off and family care leave.