Director of Field Support - Strategic Business Unit
Director of Field Support - Strategic Business Unit
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Job Description
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 voicecontrolled 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 problemsolvers work together with the worlds leading technology providers to accelerate the delivery of tomorrows 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/Preferred Qualifications
Responsibilities
Based in Boise Idaho the selected individual will be responsible for leading the US field service organization for a strategic account as well as indirect resources globally.
SCOPE:Establish strategic plans and objectives that drive the direction of the organization to continually improve customer satisfaction and elevate the performance and engagement of the Customer Service Engineering team. Drive all administrative or operational matters and ensures operational achievement of objectives.
JOB COMPLEXITY:Work on complex issues where analysis of situations or data requires indepth knowledge that can be used to solve complex problems. Develop solutions to complex issues and influences internal and external stakeholder with alignment of these solutions.
INTERACTION:Regularly interact with senior level leadership both within the organization and with the customer. Interactions frequently involve special skills such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
LEADERSHIP:Demonstrate the ability to lead direct and manage a team of service managers and engineers in an effective manner. Can develop a High Performing Team where the director is seen as a respected office leader.
CUSTOMER MANAGEMENT:Is seen as the point of escalation both internally and externally for all critical LTD related events. Work with internal and external stakeholders on critical escalation activity and drive/lead downtool escalations that exceeds the capability or that is escalated beyond the service management team. Negotiate service contracts for new and legacy products. Lead quarterly business reviews.
Qualifications
Bachelors Level Degree in engineering or business administration with 5 or more years of experience managing customer support functions for a capital equipment supplier within the semiconductor manufacturing industry
Prefer experience leading a large international team managing P&L and collaborating with senior management on strategic business development efforts
Experience building relationships and collaborating with senior managers (GM level and above) on projects that involve team members from across multiple organizations
Leadership ability which attracts talent creates loyalty trust and following. One who can energize people and teams and make crossfunctional and crossbusiness cooperation happen. This individual must be respected by subordinates peers and superiors.
An effective communication style that is direct structured and succinct. One who can articulate complex concepts in a clear and simple manner and adjust communication based on the technical expertise of the audience.
Must have experience effectively presenting to a seasoned audience including our clients senior leadership team as well as Company management.
Appropriate skill level with MS Office applications such as PowerPoint Excel Word
Minimum Qualifications
Bachelors Level Degree and a minimum of 12 years of experience OR
Masters Level Degree and a minimum of 10 years of experience
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 jobrelated 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.
KLA is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race religion color national origin sex gender identity gender expression sexual orientation age marital status veteran status disability status or any other status protected by applicable law. We will ensure that qualified individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us at or at to request accommodation.
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 KLAs Careers website for 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 to confirm the person you are communicating with is an employee. We take your privacy very seriously and confidentially handle your information.
Required Experience:
Director
Employment Type
Full-Time
