Customer Service Manager

To make electronics, you need chips, wafers, transistors, reticles, and... To make these, you must see, test and manufacture them at scale—faster and better than ever before. That's where KLA comes in. Whether you're early in your career or an experienced professional, you'll solve complex challenges, work alongside brilliant minds and help shape the future of technology.

Group/Division

The KLA Services team consists of Service Sales, Marketing, Spares Supply Chain Management, Field Operations, Engineering, Product Training, Digital Solutions and Analytics, and Technical Product Support. Our services organization maximizes the value of our customers' KLA assets – with highly trained service and product support engineers providing installation services and 24/7 technical support and parts delivery through our extensive supply chain network.

What You'll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise.

Ready for your next leadership challenge in a dynamic high-tech environment?

Join us as a Customer Service Manager (m/f/d) and take ownership of customer relationships, service operations, and the development of an engineering team, while helping us achieve ambitious operational and business goals.

Customer Service:

• Establish strong customer relationship at all levels
• Manage Field Service operations for our customers in Central Europe
• Ensure effective coordination of service operational activities
• Drive operational activities for meeting customer operational KPI’s
• Manages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
• Manage site escalations
• Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks

Business/Finance:

• Forecast and help manage quarterly and annual business revenues
• Work closely with customer and promote relevant CIPs and product enhancements to customer
• Understand all customer related agreements, equipment specifications, and Service Level Agreements
• Achievement of operational and financial objectives
• Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
• Drive corporate image through successful customer service
• Active support of account teams to achieve regional targets
• Service Sales

Administrative / General:

• Manage team of up to 15 CSE’s as direct reports incl. holding 1:1
• Analyzes operational processes, escalation procedures, and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clients
• Develop a strong knowledge of the equipment base at your customer sites.
• Ensures adequate records and systems are maintained
• Track and review equipment, warranty, contract and escalation performance metrics
• Establish strong working relationships with other Business Units, Product Support, Regional Product Support, and Sales personnel
• Conduct monthly, quarterly, and annual performance reviews and appraisals.
• Ensure direct reports have clear goals that support account goals and objectives and document individual development plans

Our requirements for you:

• Strong negotiation and leadership skills
• Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customer at senior management level
• Ability to work in a high-pressure environment on multiple tasks simultaneously
• Excellent project management, analytic and organizational skills
• Basic financial/budget and strategic planning skills
• Ability to travel up to 40%

Minimum Qualifications

• Min. Bachelor’s degree in the Engineering or related field preferred.
• Min. 3 years in semiconductor field and/or relevant experience within a regional customer support organization as a manager
• Professional experience in a customer facing role
• Fluent language skills in both German and English
• Good execution and coordination skills
• Ability to think strategically and outside-of-box
• Performance-driven and hands-on personality
• Valid driving license and willingness to travel up to 40%

Why Join KLA?

At KLA, you’ll be part of a global technology leader driving innovation in the semiconductor industry. Our technologies help enable the production of virtually every electronic device used around the world. Joining our team means working in a dynamic, future-focused environment where your ideas make an impact, your professional growth is supported, and your contributions are valued. In Dresden, you'll collaborate with talented colleagues, take on meaningful challenges, and help shape technologies that power the future.
 

What We Offer

• Work in a dynamic and future-oriented industry at the forefront of technological innovation
• Collaborative, supportive, and international team environment
• Comprehensive onboarding and continuous learning and development opportunities
• Permanent employment contract with long-term career prospects
• Attractive compensation package, including variable bonus, Employee Stock Purchase Plan (ESPP), Company pension scheme
• Company car or car allowance
• 30 days of annual vacation
• Flexible working hours and work-life balance
• Healthcare incentives and convenient gym membership
• Regular company events, including summer family celebrations and Christmas parties

Ready to join us?
If you are interested about this opportunity, we look forward to receiving your application. Simply click the “Apply” button to get started.
Please note: Applications should be submitted in German.

About KLA

We provide advanced inspection tools, metrology systems, process solutions, and computational analytics that make electronics possible, tackling complex challenges. From electron and photon optics to machine learning and data analytics, we seek perfection at the most fundamental level of matter in the universe. If you want to make electronics that push industries forward and make the world a better place, join us.

Use of AI Statement 

At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking. To ensure a fair and consistent evaluation, the use of AI, recording tools or other technologies to generate, suggest or provide responses during interviews—whether virtual or in person—is not permitted unless explicitly approved in advance as part of a reasonable accommodation or invited by the interviewer. Use of these tools may interfere with our ability to evaluate your individual qualifications and affect your candidacy. KLA is committed to advancing innovation through responsible AI, and we value candidates who share this mindset.

We offer a competitive, family friendly total rewards package. We design our programs to reflect our commitment to an inclusive environment, while ensuring we provide benefits that meet the diverse needs of our employees.

KLA is proud to be an equal opportunity employer.