Customer Service Manager

About the role

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.

• Customer Service:
• Establish strong customer relationship at all levels by leading Field Service operations for our customers in Taiwan
• Ensure effective coordination of service operational activities and driving operational activities for meeting customer operational goals
• Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
• Handle site partner concerns and holding regular customer meetings (OC, Key Performance Indicators, regular service meeting) including preparation and following up on open tasks
• Business/Finance:
• Forecast and help run quarterly and annual business revenues to achieve operational and financial objectives
• Work closely with customer and promote relevant CIPs and product improvements to customer
• Understand all customer related agreements, equipment specifications, and Service Level Agreements
• Development and implantation of operational plans for increasing customer satisfaction and growing service market share
• Drive corporate image through successful customer service
• Active support of account teams to achieve regional targets

Service Sales

• Administrative / General:
• Leads the CSE team including holding monthly, quarterly, and annual performance reviews and appraisals to ensure Team have clear goals that support account goals and objectives and detailed individual development plans
• Analyzes operational processes, customer concern procedures, and performs training gap assessments for finding opportunities for service delivery improvements and benefit to the customer / clients
• Develop an understanding of the equipment base at your customer sites.
• Ensures adequate records and systems are maintained
• Track and review equipment, warranty, contract and Customer performance metrics
• Establish strong working collaborations Business Units, Product Support, Regional Product Support, and Sales personnel

Minimum Qualifications

• Minimum 3+ years in semiconductor field and/or experiences.
• Support organization as a manager and experience in a customer facing role for a minimum of 2-3 years.
• Good command of both Chinese and English communication in both writing and speaking.
• Good execution and coordination skills.
• Strategic and forward thinker who is proactive, upbeat and driven

Total Rewards

Base Pay Range: $92,400.00 - $157,100.00 Annually Primary Location: USA-AZ-Phoenix-KLA

KLA's total rewards package for employees may also include participation in performance incentive programs and eligibility for additional benefits including but not limited to: medical, dental, vision, life, and other voluntary benefits, 401(K) including company matching, employee stock purchase program (ESPP), student debt assistance, tuition reimbursement program, development and career growth opportunities and programs, financial planning benefits, wellness benefits including an employee assistance program (EAP), paid time off and paid company holidays, and family care and bonding leave.

• Interns are eligible for some of the benefits listed.
• Our pay ranges are determined by role, level, and location.
• The range displayed reflects the pay for this position in the primary location identified in this posting.
• Actual pay depends on several factors, including state minimum pay wage rates, location, job-related skills, experience, and relevant education level or training.

We are committed to complying with all applicable federal and state minimum wage requirements where applicable. If applicable, your recruiter can share more about the specific pay range for your preferred location during the hiring process.

Use of AI Statement

• At KLA, our interviews seek to understand your individual skills, problem-solving approach and authentic thinking.
• 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.