Position: Customer Support Engineer
Location: Chandler, AZ
Duration: Full timeReq #: 108219 & 108154
Job Description:
Primarily responsible for the Customer Engineer is to support service activities associated with modifying, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites. Represents the company to the customer and assumes accountability for customer satisfaction with service. Assures operational quality of system equipment. Coordinates actions with customers to minimize down time. Provides assistance to Installation Engineers in resolving problems.
Responsibilities:
Evaluates, analyzes, diagnoses and troubleshoots technical equipment problems via telephone or at customer site. Ensures equipment enhances customer production. Repairs and modifies equipment at customer facility. Evaluates equipment to determine type and extend of problem. Repairs involve board problems 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 problems are based on CSE's technical knowledge, education and training. Board problems vs system level problems are split 50/50. In analyzing and diagnosing equipment problems, CSE's may access and determine 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.
- Provides guidance and technical assistance to Installation Engineer on installations at customer sites or on installing/ dismantling demonstration machines. Also provides guidance to less senior CSE's.
- Travels by car or airplane to customer facility.
- Conducts customer orientation on all aspects of equipment user applications.
- Cross trains and assists other field service engineers as appropriate.
- Prepares reports on customer support activity and provides documentation to engineering, marketing and sales on a reoccurring problem. Makes recommendations for improvements.
Knowledge and Skill:
Certification Level 3 - Proficiency in systems level repair of multiple and extremely complex products. Advanced electronics skills. Ability to troubleshoot problems in software and electronic systems. Strong knowledge of computer theory and applications Strong mechanical and analytical skills. Strong interpersonal/communication skills in understanding customer needs. Ability to work under pressure and stringent timelines since failure of company equipment may shut down customer manufacturing area. 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.
Education and Experience:
BSEE or BSET degree or equivalent work experience in supporting complex capital equipment for the semiconductor industry is required. Must obtain KLA-Tencor certification level 3 as well on ongoing certification. Requires re-certification every 12 months.
Supervision Required:
The nature of work requires that Customer Support Engineers be able to work highly independently or in Team atmosphere with little guidance from Management
Basic Qualifications:
AS or BS in electronics or related field and at least 5 yrs related exp.
Must be proficient in using O-Scope, DVM and other basic test equipment.
Skilled troubleshooting complex mechanical, electronic, and pneumatics systems.
Good customer and communication skills. Ability to work in a team environment.
Prior experience with KLA-Tencor or like equipment/tool. Commitment to task completion with attention to detail. Computer skills, networking knowledge and fab experience a plus.
Candidate must be willing to submit and pass extensive background check as part of customer access badging process. Candidate must also be willing to work weekends as well as rotating or compressed workweek shifts as assigned.
Kindly send your resume to raju.balaji@kla-tencor.com
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Posted by: Anonymous
Customer Support Engineer (Troubleshoot | Diagnose | Customer support) (#108219) Updated at :
5:59 PM
Friday, June 15, 2012
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