Field Support Manager

Company Overview

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.
- Group/Division

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

The Field Support Manager provides strategic leadership and direction for the delivery of pre
- and post-sales services and support to clients/customers. Leads all aspects of service and customer support operations. Analyzes operational processes, escalation procedures and performs training needs assessments for finding opportunities for service delivery improvements and value add to the customer/clients. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Major Responsibilities include:
- Direct customer support responsibility, accountability, relationship management, service team leadership, as well as interface with KLA HQ product support and engineering teams to enable absolute customer satisfaction- Ensure the success of NPI programs/projects at the local-level, as well as coordinating and collaborating with cross-functional remote teams to support successful implementation and adoption of key KLA platforms and technologies.- Direct P&L ownership and continuous improvement in all aspects of the business.- Achievement of internal operational and financial objectives- Hold regular customer meetings (OC, KPI, regular service meeting) including preparation and following up on open tasks- Drive operational activities for meeting customer operational KPI’s- Coordinate and align with customer and install team on required Installation dates- Handle customer escalations by coordinating with CSE’s, Customer, Internal experts, and Snr. Management- Check and manage billable activities along with service admin team- Active support of Sales account teams to achieve regional targets- Develop and manage a team of Customer Support Engineers ensuring their development path and appropriate training to meet regional objectives

Essential skills:
- Strong customer orientation and advocacy- Excellent project management, analytic and organizational skills- Ability to present in front of customers at Snr. Management level- Strong Leadership skills with experience in people management- Previous successful management or technical leadership experience in a fast-paced semiconductor development fab environment desired.- Excellent verbal and written communication skills in French & English- Ability to work in a high-pressure environment on multiple tasks simultaneously- Basic financial/budget skills- Ability to travel up to 40%

Minimum Qualifications

Master's Level Degree or work experience of 5+ years in service management, Bachelor's Level Degree or work experience of 7+ years
- 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_