Position: Customer Support Engineer
Location: Chandler, AZ
Duration: Full time
Req #: 108237 & 108192
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. Will focus on the eDR (E-beam) toolset.
•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. 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.
•Repairs of system level problems are based on CSE's technical knowledge, education and training.
•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.
•Conducts customer orientation and technical training on all aspects of equipment maintenance support for user applications.
•Prepares fields 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. 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 commercial transportation to customer facility.
Analytical skills:
•Ability to understand and troubleshoot problems in software and electronics, optics and lasers, mechanical, electro mechanical and electro-optical systems.
•Knowledge of computer theory, various operating systems and applicable operating system software knowledge, Networking in a Windows, Unix or Novell environment.
•Develops capabilities in use of all available diagnostic resources. Develops and demonstrates technical proficiency in all aspects of assigned equipment set.
•Continues education on new technologies and products. Has thorough knowledge on the principle and structure of assigned equipment. Can report necessary information on analysis for Failure Analysis (FA) and Dead On Arrival (DOA) report. Has Certification Level 3 in two or more products (optional). Intermediate level 1-2 of applications engineering.
•Must work towards Certification Level 4.
•Can handle first level system applications support independently.
•Proficient in general and factory automation on assigned equipment set.
•Can deliver the product training on the assigned product. Can also support a new employee in their development as a mentor .
•Proficient in MS Office (Word, Excel, E-mail).
•Proficiency in systems level repair of multiple or extremely complex products within a family is required. Typically 5 years CSE experience within the semiconductor industry.
•3 years systems knowledge on highly complex product lines (E-Beam, Rapid, SemSpec, Wisard, AIT, Surfscan, FaST, etc.).
•Knowledge of Mask/Reticles for Rapid, Films for FaST, Wafer Defect inspection for Brightfield and Darkfield, Metrology for OMD and CDSEM processes in the wafer fab etc.
•Understanding of customer application/utilization of assigned equipment set in production environment and Semiconductor industry.
•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.
Basic Qualification:
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