Field Service Representative

7 days ago

Phoenix, Arizona, United States KLA Full time

Job Summary

KLA is seeking a highly skilled Customer Service Specialist to join our team. As a key member of our service organization, you will be responsible for providing exceptional technical support to our customers, ensuring their equipment is running at optimal levels and resolving complex technical issues.

Key Responsibilities

  • Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer sites, ensuring equipment improves customer production.
  • Repair system-level problems at customer sites, which have multiple causes and for which no standard procedures exist.
  • Represent the company to the customer and assume accountability for customer happiness with service.
  • Assure operational quality of system equipment, coordinating actions with customers to minimize downtime.
  • Provide assistance to Installation Engineers in resolving problems.
  • Prepare field service reports on customer support activity and provide documentation to other supporting functions on re-occurring problems.
  • Build positive relationships with customers and increase customer satisfaction by resolving sophisticated requests and issues.
  • Contribute to the capturing, re-use, collaboration, and improvement of knowledge using available systems.
  • Develop and handle return materials authorization (RMA) processes for ensuring customer returns, exchanges, service, and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
  • Execute technical critical issues with detailed problem statements and pass-down to work with system engineering technical teams in customer sites.

Requirements

  • Doctorate (Academic) Degree and 0 years related work experience; Master's Level Degree and related work experience of 3 years; Bachelor's Level Degree and related work experience of 5 years.
  • Estimated travel is 20% once trained in the classroom as part of on-the-job training program.

What We Offer

  • A total rewards package that is competitive and comprehensive, including medical, dental, vision, life, and other voluntary benefits.
  • 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

KLA is an Equal Opportunity Employer

We do not discriminate on the basis of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, disability status, or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at or at to request accommodation.

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