Customer Support Engineer - Utica, NY

About the role

KLA, a global leader in electronics for the semiconductor manufacturing ecosystem, is hiring a Customer Support Engineer (CSE) based in Utica, NY. The CSE handles customer service for updating, troubleshooting, diagnosing and repairing highly complex capital equipment at customer sites, representing the company to the customer and taking accountability for customer satisfaction. At least 50% of the time is spent at the customer site or in a cleanroom factory environment.

Key responsibilities

• Evaluate, analyze, diagnose and solve technical equipment problems by telephone, remote access or in person at a customer location.
• Perform system-level troubleshooting and repairs using standard procedures, diagnostics and remote support with factory engineering teams.
• Analyze equipment issues and recommend shutdown of customer fab equipment to prevent process excursions that could affect production.
• Prepare field service reports and help regional administration prepare quotes based on cause of failure, time to solve and repair costs.
• Cross-train and mentor less experienced support engineers, and assist installation teams with equipment startup and relocation.
• Track parts inventory and coordinate with customers to minimize downtime.

Required profile

• Associate's or Bachelor's degree, or 3 years of work experience.
• Ability to work independently, with occasional guidance from management.
• Good communication skills with customers and with internal and external technical audiences, and ability to meet tight timelines for system-down events.
• Completion of ongoing technical training and certification at Level 3, including basic proficiency in systems-level repair of a product within a family.

Required skills

• Use and understanding of DVMs, oscilloscopes, flow meters and other test equipment.
• Application of diagnostic techniques and service aids.

What we offer

• Base pay of $30.92 to $52.55 per hour.
• Possible performance incentives and benefits such as medical, dental, vision, life insurance, 401(k) with company match, ESPP, tuition reimbursement, EAP, paid time off and family care leave.