Primarily responsible for customer service activities associated with modifying, 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 in resolving problems.
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 extent of problem. Repairs involve board problems which can be performed using standard procedures as well as system level problems which may 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, CSEs 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.
Travels by car or airplane to customer facility.
May conduct customer orientation and technical training on some aspects of equipment maintenance support for 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 recurring problems. Makes recommendations for improvements.
May independently prepare quotes for customers based on labor, travel expenses incurred and parts needed. CSEs use discretion in preparing quotes based on reason for equipment failure, time to prepare, etc.
KNOWLEDGE AND SKILL:
Certification Level 3 - Proficiency in systems level repair of multiple or extremely complex products within a family is required. Advanced electronics skills. Ability to troubleshoot problems in software and electronic systems. Strong knowledge of optics and lasers, computer theory and applicable operating system knowledge. 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 18 months.
The nature of work requires that Customer Support Engineers work independently; only occasionally (approximately 20% of time) requiring guidance from management. Customer Service Engineers are required to contact management on a daily basis to report activities. Customer Support Engineers spend approximately 50% of time in office resolving equipment problems via phone and 50% of time at customer site.
Proficient using standard electronic troubleshooting equipment (O-scope, DVM). Skilled at troubleshooting complex electronic, mechanical and pneumatics systems. Good customer and communication skills a must. Basic computer skills required. Fab experience a plus. Must be able to work with a team both locally and remotely.
Prior experience on semiconductor manufacturing equipment and/or Macro defect inspection equipment a plus.
Bachelor's Level Degree with at least 5 years of experience.ORMaster's Level Degree with at least 4 years of experience.
KLA-Tencor - 10 months ago
KLA-Tencor is hard-core when it comes to hunting down chip flaws. One of the world's largest makers of process control equipment for...