Position: Customer Support Engineer
Location: ADE Vancouver, WA
Duration: Full time
Req #: 108390 & 108498
Job Description:
Primarily responsible for customer service activities associated with updating, troubleshooting, diagnosing and repairing of highly complex capital equipment at customer sites and trade shows. 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 and CSE's 1-3 in resolving problems. May perform duties associated with Technical Support Engineer.
Preferred Qualifications:
2) Repairs and updates equipment at customer facility. Evaluates equipment to determine type and extent of problem. Repairs involve board problems which can be performed using standard procedures as well as system level problems which have multiple causes and for which no standard procedures exist.
3) Focus on Account Management and customer satisfaction. CSE will avoid creating basic customer issues.
4) Uses skills as a seasoned, experienced professional with a full understanding of industry practices and company policies and procedures; resolves a wide range of issues in imaginative as well as practical ways.
5) Repairs of system level problems are based on CSE's technical knowledge, education and training.
6) 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.
7) Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
8) Prepares field service reports on customer support activity and provides documentation to other supporting functions supporting functions on re-occurring problems.
9) 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.
10) Cross trains and assists other field service engineers as appropriate. 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.
11) Travels by car or commercial transportation to customer facility.
Basic Qualifications:
Master's Level Degree with at least 4 years of experience.
OR
Bachelor's Level Degree with at least 5 years of experience.
Kindly send your resume to raju.balaji@kla-tencor.com
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Posted by: Anonymous
Customer Support Engineer (Troubleshoot | Diagnose | Customer support) (# 108390) Updated at :
1:12 PM
Wednesday, November 28, 2012
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