Customer Service Specialist

2 months ago

Phoenix, Arizona, United States KLA Full time

Job Summary

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. As a Customer Service Specialist, you will play a critical role in ensuring the high performance and productivity of our products through a flexible portfolio of services.

Key Responsibilities

  • Evaluate, analyze, diagnose, and troubleshoot technical equipment problems via telephone or at customer site to ensure 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 and coordinate actions with customers to minimize downtime.
  • Provide assistance to Installation Engineer 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.
  • 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.

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.
  • 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.

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