Field Service Manager

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Virtually every electronic device in the world is produced using our technologies. No laptop, smartphone, wearable device, voice-controlled gadget, flexible screen, VR device or smart car would have made it into your hands without us. KLA invents systems and solutions for the manufacturing of wafers and reticles, integrated circuits, packaging, printed circuit boards and flat panel displays. The innovative ideas and devices that are advancing humanity all begin with inspiration, research and development. KLA focuses more than average on innovation and we invest 15% of sales back into R&D. Our expert teams of physicists, engineers, data scientists and problem-solvers work together with the world’s leading technology providers to accelerate the delivery of tomorrow’s electronic devices. Life here is exciting and our teams thrive on tackling really hard problems. There is never a dull moment with us.The KLA Services team headquartered in Milpitas, CA is our service organization that consists of Service Sales and Marketing, Spares Supply Chain management, Field Operations, Engineering, Product Training, and Technical Support. The KLA Services organization partners with our field teams and customers in all business sectors to maintain the high performance and productivity of our products through a flexible portfolio of services. Our comprehensive services include: proactive management of tools to identify and improve performance; expertise in optics, image processing and motion control with worldwide service engineers, 24/7 technical support teams and knowledge management systems; and an extensive parts network to ensure worldwide availability of parts.

Job Description/Preferred Qualifications

Your Responsibilities:

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 Sr. 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
• Be a driver
• Ability to travel up to 40%

Minimum Qualifications

• Relevant experience in semiconductor field within a Regional Customer Service Organization as a manager and in a customer facing role
• Good command of both German and English communication in both writing and speaking.
• Good execution and coordination skills
• B.A. of Engineering background is a must, M.S. is a plus.
• Strategic and forward thinker who is proactive, and dynamic, with a passion for driving innovation and making a meaningful impact.

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

Be aware of potentially fraudulent job postings or suspicious recruiting activity by persons that are currently posing as KLA employees.  KLA never asks for any financial compensation to be considered for an interview, to become an employee, or for equipment. Further, KLA does not work with any recruiters or third parties who charge such fees either directly or on behalf of KLA. Please ensure that you have searched KLA’s Careers websitefor legitimate job postings.  KLA follows a recruiting process that involves multiple interviews in person or on video conferencing with our hiring managers.  If you are concerned that a communication, an interview, an offer of employment, or that an employee is not legitimate, please send an email to [email protected] to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.