Field Service Manager fmd
Field Service Manager fmd
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Job Description
Company Overview
Group/Division
Job Description/Preferred Qualifications
Your Responsibilities:
Customer Service:
- Establish strong customer relationship at all levels
- Manage Field Service operations for our customers in Central Europe
- Ensure effective coordination of service operational activities
- Drive operational activities for meeting customer operational KPIs
- Manages all facets of customer retention (CRM) and satisfaction including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Be proactive with customer management to identify potential areas of improvement and drive resolution (tool or customer service related)
- Manage site escalations
- Hold regular customer meetings (OC KPI regular service meeting) including preparation and following up on open tasks
Business/Finance:
- Forecast and help manage quarterly and annual business revenues
- Work closely with customer and promote relevant CIPs and product enhancements to customer
- Understand all customer related agreements equipment specifications and Service Level Agreements
- Achievement of operational and financial objectives
- Development and implantation of operational plans for increasing customer satisfaction and increasing service market share
- Drive corporate image through successful customer service
- Active support of account teams to achieve regional targets
- Service Sales
Administrative / General:
- Manage team of up to 15 CSEs as direct reports incl. holding 1:1
- Analyzes operational processes escalation procedures and performs training gap assessments for identifying opportunities for service delivery improvements and value add to the customer / clients
- Develop a strong knowledge of the equipment base at your customer sites.
- Ensures adequate records and systems are maintained
- Track and review equipment warranty contract and escalation performance metrics
- Establish strong working relationships with other Business Units Product Support Regional Product Support and Sales personnel
- Conduct monthly quarterly and annual performance reviews and appraisals.
- Ensure direct reports have clear goals that support account goals and objectives and document individual development plans
Our requirements for you:
- Strong negotiation and leadership skills
- Excellent verbal and written communication skills in German/English and ability to present technical presentations in front of customerat Sr. Management Level
- Ability to work in a highpressure environment on multiple tasks simultaneously
- Excellent project management analytic and organizational skills
- Basic financial/budget and strategic planning skills
- Be a driver
- Ability to travel up to 40
Minimum Qualifications
- Relevant experience in semiconductor field within a Regional Customer Service Organization as a manager and in a customer facing role
- Good command of both German and English communication in both writing and speaking.
- Good and coordination skills
- B.A. of Engineering background is a must M.S. is a plus.
- Strategic and forward thinker who is proactive and dynamic with a passion for driving innovation and making a meaningful impact.
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
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:
Manager
Employment Type
Full-Time
