Friday, August 12, 2016

Customer Support Engineer (# 114108)

Position: Customer Support Engineer
Location: Meridian, ID
Duration: Full time

Job Description:
Business Unit:
The Customer Group (CG) team is our field based, customer facing organization consisting of Sales, Marketing, Applications and Service. They partner closely with our customers to provide a comprehensive portfolio of products, services, software and expertise, to help them manage yield throughout their fabrication process—from research and development to final volume production. Responsibilities of this group include maintaining strategic client relationships, identifying and closing sales opportunities, ensuring our products meet performance capabilities & expectations, providing critical solutions for improved yield performance, and collecting requirements for future products by understanding customer processes and technology trends. Partnering with our service organization and factory divisions, this diverse and dynamic team helps ensure alignment between customer needs and corporate offering to maintain a high level of customer satisfaction.

  • Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and updates equipment at customer facility
  • Repairs of system level problems (which have multiple causes and for which no standard procedures exist) are based on CSE's technical knowledge, education, training and certification
  • CSE's may access and determine the problems existing in customers' processes such as chemical leaks or contamination, and as a result may recommend shutdown of customer fab due to unsafe conditions
  • Prepares field’s service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems
  • Prepares quotes for customers based on labor, travel expenses incurred and parts needed. CSE's use discretion and assist regional admin in preparing quotes based on reason for equipment failure, time to prepare etc
  • Cross trains and assists other field service engineers as appropriate. Also provides guidance to less senior CSE's. Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/dismantling demonstration machines
  • Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications
  • Travels by car or commercial transportation to customer facility
  • Contribute to the Capturing, Re-use, Collaboration, and Improvement of knowledge using available systems
  • This position is located in Boise, ID
Preferred Qualification:
  • Experience on defect detection/semi-conductor equipment preferred
  • BS in engineering or physics (or related areas)
  • 6years field service or equipment related experience on Semiconductor capital equipment
  • Excellent oral and written communications skills
  • Motivated, dedicated and dependable
  • Strong customer service skills
  • Team performer and willing to travel
  • Must maintain excellent working relationship with customers, customer support engineers, applications engineers, technical support and sales team
  • Self-motivated
Minimum Qualifications:
Bachelor's Level Degree with at least 3 years of experience or 6 years’ experience in the related field.

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KLA-Tencor is an Equal Opportunity Employer. Applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other characteristics protected by applicable law.