Service Manager in Semiconductor Field Operations

5 days ago


Phoenix, Arizona, United States KLA Full time

KLA is a global leader in diversified electronics for the semiconductor manufacturing ecosystem. Our innovative solutions accelerate the delivery of tomorrow's electronic devices. As a Service Manager, you will lead our field operations in Taiwan, establishing strong customer relationships and driving operational activities to meet customer goals.

Job Description
  • Customer Service:
    • Establish strong customer relationships at all levels by leading field service operations.
    • Evaluate and improve customer management processes to drive resolution.
    • Coordinate site partner concerns and hold regular customer meetings to discuss open tasks.
  • Business/Finance:
    • Forecast quarterly and annual business revenues to achieve operational and financial objectives.
    • Promote relevant Continuous Improvement Projects (CIPs) and product improvements to customers.
    • Understand customer agreements, equipment specifications, and Service Level Agreements.
    • Develop and implement operational plans to increase customer satisfaction and grow service market share.
  • Team Development/Administration:
    • Lead the Customer Support Engineer (CSE) team, providing clear goals and individual development plans.
    • Coach and develop CSE team members to retain talent and grow within KLA.
    • Analyze operational processes and procedures to identify opportunities for service delivery improvements.
    • Track and review equipment, warranty, contract, and customer performance metrics.
Requirements
  • Minimum 5 years of experience in the semiconductor field or equivalent experience.
  • Proven leadership and management experience, with a minimum of 2-3 years in a customer-facing role.
  • Excellent communication skills, both written and spoken.
  • Bachelor's degree in Engineering; Master's degree preferred.

We offer a competitive total rewards package, including medical, dental, vision, life insurance, 401(k), ESPP, student debt assistance, tuition reimbursement, career growth opportunities, financial planning benefits, wellness benefits, paid time off, paid company holidays, and family care and bonding leave.



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