Customer Service Manager (SFS)

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.

• Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to customers.

• Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.

• Analyzes operational processes, escalation procedures and perform training needs assessment for finding opportunities for service delivery improvements to the customer/clients.

• Facilitate partnership among departments, groups, and individuals focusing on what's best for KLA overall.

• Efficiently manages people and resources to drive productivity and operational excellence.

• Develops customer service department procedures.

• Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries.

• Execution tool Warranty and FPA acceptance process, and reviews warranty claims.

• Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.

• Manages market research to determine special pricing for nonstandard items in the interests of ensuring appropriate profit margins are reached and maintained. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Qualification

• Previous successful management or technical leadership experience in a fast-paced semiconductor fab environment desired.

• Master's Level Degree with at least 3 years of experience OR Bachelor's Level Degree in a technical field with at least 4 years of experience.

• Outstanding written, oral communication and presentation skills.

• Ability to clearly communicate, advocate, and negotiate both within KLA and with customers is a must.

• Successful history of applying out-of-box thinking to problem solving in a fast-moving environment.

• Proven ability to organize teams/projects/plans to solve difficult problems with successful outcomes.

• Experience continuously improving processes and programs while maintaining P&L goals.

• Successful track-record working in heavily matrixed organizations to obtain excellent outcomes.

• High level of cultural sensitivity and ability to lead and empower diverse teams to succeed.

• Surfscan Product related technical knowledge is a plus

Minimum Qualifications

Master's Level Degree or work experience of 3 years , Bachelor's Level Degree or work experience of 4 years

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.